Complaints

Email support@findnance.com.au with “Complaint” in the subject line. Tell us what happened, when, and what outcome you are after. Email is how we take complaints — it is the channel we can track properly and answer in writing. There is no form to fight with and no fee to complain.

If you would rather someone else raised it for you — a family member, an accountant, a financial counsellor — tell us who they are and we will deal with them instead.

• Acknowledgement within 1 business day. You will know a named person owns your complaint.
• Investigation by someone with authority to fix it — where practical, not the person the complaint is about.
• A written response within 30 days setting out what we found, what we will do, and why. If a complaint is unusually complex we will tell you before the deadline, explain the delay and give you a revised date.

If you are unhappy with our response, or we have not responded within 30 days, you can take it further without our agreement. A complaint about how we handled your personal information can go to the Office of the Australian Information Commissioner. A complaint about our conduct or about something we told you can go to the Australian Competition and Consumer Commission, or to the consumer protection agency in your state or territory. All of them are free.

Going down that path does not affect any other right you have, including your rights under the Australian Consumer Law — see our terms of use.

We are an enquiry service. We work out what you are trying to finance, give you a calculator to estimate repayments yourself, and — only with your consent — pass your enquiry to a licensed finance broker who takes it from there. We do not provide credit assistance, we do not arrange or recommend a loan, and we are not the credit provider.

That is the line complaints divide on, and which side of it yours falls on decides who has to answer it. Our credit guide sets out who is responsible for what.

• Ours: this site, any figure it showed you, how we handled your enquiry, who we sent it to and what we sent them, how we handled your information, or being contacted when you did not want to be.
• Theirs: the advice you were given, the product recommended, the application, the loan itself, or the conduct of the broker or lender. Their complaints process and dispute scheme are named in the credit guide they gave you.

Send it to us either way if you are not sure. If it belongs to somebody else we will tell you who, and pass it on if you would like us to.