Complaints & Dispute Resolution
How to Lodge a Complaint
Follow these steps to submit a complaint. We aim to resolve all complaints fairly and promptly.
Contact Us First
Start by reaching out to our complaints team directly. You can email us, call us, or write to us. We want to hear about your concern and resolve it as quickly as possible.
We Acknowledge Your Complaint
We will acknowledge your complaint within 1 business day and assign a dedicated complaints officer to your case. You will receive their name and direct contact details.
We Investigate
Your complaints officer will thoroughly investigate the matter, reviewing all relevant records, communications, and circumstances. They may contact you for additional information.
We Provide a Response
We aim to resolve complaints within 30 calendar days. You will receive a written response outlining our findings, any remedial action, and your options if you are not satisfied with our response.
Complaints Contact Details
You can reach our complaints team through any of the following channels.
Post
Complaints Officer
Your Finance Guide Pty Ltd
Level 10, 100 George Street, Sydney NSW 2000
Response Time
Acknowledged within 1 business day.
Resolved within 30 calendar days.
Internal Dispute Resolution
Our internal process for handling complaints and disputes.
Your Finance Guide Pty Ltd is committed to resolving complaints fairly, promptly, and in accordance with our obligations under the National Consumer Credit Protection Act 2009 (NCCP Act) and ASIC Regulatory Guide 271 (RG 271).
When we receive a complaint, we will:
- Acknowledge your complaint within 1 business day.
- Assign a dedicated complaints officer who was not involved in the matter.
- Investigate thoroughly and impartially, considering all available information.
- Keep you informed of the progress of your complaint.
- Provide a written response within 30 calendar days, including our findings and any remedial action.
- Inform you of your right to escalate to AFCA if you are not satisfied with our response.
- Your full name and contact details.
- A description of what happened and when.
- The names of any staff members involved (if known).
- Any supporting documentation (emails, letters, loan documents).
- What outcome you are seeking.
External Dispute Resolution
If you're not satisfied with our response, you can escalate to AFCA.
Australian Financial Complaints Authority (AFCA)
AFCA is an independent external dispute resolution scheme. If you are not satisfied with our response to your complaint, or if we have not responded within 30 days, you can lodge a complaint with AFCA free of charge.
AFCA Contact Details
Our AFCA Details
- You have lodged a complaint with us and are not satisfied with our response.
- We have not responded to your complaint within 30 calendar days.
- You believe your complaint has not been handled fairly or properly.
- AFCA's service is free to consumers and small businesses.
Our Regulatory Obligations
Your Finance Guide operates under strict Australian regulatory requirements.
Licensing Details
Key Legislation
- National Consumer Credit Protection Act 2009 (NCCP Act)
- National Credit Code (Schedule 1 of NCCP Act)
- ASIC Regulatory Guide 271 — Internal Dispute Resolution
- Privacy Act 1988 (Cth)
- Australian Securities and Investments Commission Act 2001
If you have a complaint about our services, please contact us first at complaints@yourfinanceguide.com.au. If you are not satisfied with our response, you can contact the Australian Financial Complaints Authority (AFCA) — Member 09876 — at www.afca.org.au or 1800 931 678.
Your Finance Guide Pty Ltd (ABN 12 345 678 901) is a Credit Representative (CR 987654) of National Finance Group Pty Ltd (Australian Credit Licence 389328).
WARNING: This comparison rate is true only for the example given and may not include all fees and charges. Different terms, fees, or other loan amounts might result in a different comparison rate. Comparison rates are based on a secured loan of $30,000 over 5 years for vehicle finance and $50,000 over 5 years for equipment finance, as required under the National Credit Code.