Credit, loan and finance complaints. The Australian Financial Complaints Authority

Credit, loan and finance complaints. The Australian Financial Complaints Authority

The Australian Financial Complaints Authority (AFCA) can think about an issue you have of a credit, finance or loan item you’ve got with your financial company.

These pages describes the kinds of complaints AFCA can give consideration to about credit, loans and finance items, and how to proceed next if you would like make a issue to us.

There are several things we can’t think about; as an example – if your grievance involves the degree of an overdrawn cost or rate of interest enhance. Nevertheless, we might have the ability to think about a grievance about a charge or fee if it is often improperly determined or put on your account. There are some specific exclusions that relate to credit complaints.

Detailed information regarding these different sorts of her comment is here credit, finance and loan items can be obtained that will help you decide should you want to grumble to us.


If you’re a business, there clearly was particular information on company credit and loans in the Information for smaller businesses page.


Credit and finance include:

  • charge cards, overdrafts and personal lines of credit
  • an organization that delivers credit associated with the purchase of products, or perhaps the availability of services – payment for that will be deferred for at the very least a week
  • short-term finance such as for instance payday financing.
  • mortgage loans, including mortgages that are reverse
  • signature loans such as for instance vehicle, vacation loans and debt consolidating loans
  • investment and small company loans.
  • We also consider complaints about guarantees.

    Detailed information regarding these various kinds of credit, loan and finance services and products is after that will help you determine if you’d like to grumble to us.

    Your monetary company is necessary to suspend any collection or data data recovery action as soon as your grievance happens to be registered with us. In the event that you get any business collection agencies letters or telephone calls from your economic company, report this to your economic firm’s internal dispute resolution team. In the event that you keep getting business collection agencies communication e mail us.

    You ought to make whatever re payments you can easily while your grievance has been us. It is because interest and charges will often keep on being charged for your requirements as the problem is available. In a worse position if you do not make repayments, your arrears will increase which is likely to place you.

    Associated information

  • Other areas to obtain assistance
  • Before a complaint is made by you
  • Results we are able to offer
  • AFCA approaches
  • AFCA Guidelines
  • AFCA Operational Recommendations
  • Issues and complications you are able to grumble about

    Extra information about these problems can be acquired that will help you determine if you’d like to whine to us.

  • Costs or costs which were wrongly applied or determined (although not in the event your concern that is only is you imagine the fee or cost was way too high).
  • Information you weren’t offered concerning the product or which you got and you imagine was deceptive or incorrect, including charges or expenses.
  • If you’re in monetary can’t and difficulty make repayments.
  • Choices that the monetary company has made, including a determination to pursue a debt that is unpaid whether a determination to provide ended up being made responsibly.
  • In the event that you offered guidelines plus they weren’t followed.
  • Privacy and privacy breaches.
  • Deals which were unauthorised or incorrect, or mistaken payments.
  • Additional information about these dilemmas is after to help you determine if you’d like to whine to us.

    What direction to go next

    A complaint can be made by you to AFCA on line, by page, e-mail or by phoning us.

    Us directly, you can go back to your financial firm and ask to make a complaint to their internal dispute resolution team if you don’t want to complain to.

    Your monetary company should really be in a position to give you information on steps to make a complaint for them.

    We also provide some guidelines offered to help you produce a interior issue.

    Financial trouble

    If you’re experiencing economic trouble, we encourage you to speak to your credit provider to go over a hardship arrangement. If you’re unable to arrive at an arrangement that is suitable please contact us.

    Types of monetary difficulty include where your monetary company has declined or perhaps not taken care of immediately your demand to alter your repayments as a result of hardship, you’ve been given a standard notice, or your monetary company is continuing legal or business collection agencies action against you once you’ve made a economic trouble demand in their mind.

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