We want to get things right. If you’re unhappy with our service, a loan we arranged or how we handled your information, please tell us. Making a complaint is free.
1. Tell us
Contact us by email, phone or in writing and tell us what happened and what you’d like us to do. You can ask someone to complain for you, such as a family member, financial counsellor or lawyer.
Dosh Financial Services
Email: [email protected]
Phone: 0481 757 221 or (08) 9436 1000
2. What we’ll do
- We’ll acknowledge your complaint within one business day (or as soon as practicable).
- We’ll look into it fairly, keep you updated and ask for anything else we need.
- We’ll give you our final response in writing within 30 calendar days. If we can’t, we’ll tell you why before then, and let you know you can go to AFCA.
- If your complaint is about a lender’s decision, fees or hardship, we’ll help you raise it with the lender as well. Lenders have their own complaints and hardship teams.
3. If you’re still not satisfied
If you’re not happy with our response, or we haven’t responded within 30 days, you can take your complaint to the Australian Financial Complaints Authority. AFCA is free, fair and independent. Dosh Finance Pty Ltd, our credit licensee, is a member of AFCA.
Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Mail: GPO Box 3, Melbourne VIC 3001
Time limits may apply to complaints to AFCA, so act promptly or check the AFCA website for the time limit that applies to you.
For complaints about how we’ve handled your personal information, you can also contact the OAIC:
Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992
Mail: GPO Box 5288, Sydney NSW 2001
Financial difficulty
If you’re having trouble making repayments, contact your lender as soon as possible and ask about hardship assistance. We can help you contact them. You can also speak to a free financial counsellor on the National Debt Helpline, 1800 007 007.