Finance Assist Pty Ltd
Australian Credit Licence Number: 364407
We aim to deliver excellent service to all our customers. However, if you are unsatisfied with any aspect of our service, we aim to ensure that:
- Making a compliant is as easy as possible
- We treat your complaint seriously
- We deal with your complaint promptly and in confidence, and
- We learn from complaints and use them to review and improve our services
What is a complaint?
A complaint is when you tell us you are not happy about the service we provide. It can be about anything, and could include:
- When we fail to deliver a service on time
- When we give you incorrect information
- When you receive a poor quality service, or
- When you have a problem with our finance consultants.
How to make a complaint
Step 1: Speak to your finance consultant in the first instance.
Step 2: Speak to our senior consultant (refer below expanded)
Step 3: Contact our external dispute resolution services (refer below expanded)
We will acknowledge receipt of your compliant within two working days
We will issue a full response within 10 working days
If there is a delay in responding we will keep you informed of our progress.
Comments & Feedback
We are happy to receive any other comments on the service we deliver to our customers via email, phone, and writing or by fax.
Postal Address: Finance Assist Pty Ltd – PO Box 948, North Melbourne VIC 3051
Physical Address: 185 Arden Street, North Melbourne VIC 3051
Phone: 03 9329 1979 or 03 9329 1980
Fax: 03 9328 2920
Step 2: If you have made a complaint to your finance consultant and are unhappy with the response or feel your complaint has not been adequately resolved you can contact our Senior Consultant – Cameron McCredie at our office 03 93291980 or email firstname.lastname@example.org
Step 3: Contact our external dispute resolution service-COSL
If you have followed our internal complaints process, including escalating your complaint to our senior consultant, and are unhappy with our response or feel your complaint has not been adequately resolved, you can contact our external dispute resolution service (provided by COSL) via any of the methods listed below:
Please note that COSL will not normally investigate a complaint unless our internal complaints process has been followed and exhausted.
Postal: Mail your complaint to –
Case Management Team
Credit Ombudsman Team
PO Box A252
Sydney South NSW 1235
More Details re COSL
Details regarding how to lodge a complaint with COSL can be found on their website at:
We will acknowledge receipt of your complaint within two working days.
We will issue a full response within 10 working days.