We are committed to providing you with the best possible service, however we understand there may be times where you are not satisfied. If this occurs please inform us verbally or in writing with the exact details of your complaint, so we can work towards a prompt and fair resolution.

If we are unable to reach a satisfactory resolution, you can make a complaint in writing to the Australian Credit Licence holder, FREEDOMLEND PTY LTD. With regards to complaints resolution, we are mindful of the need to ensure that consumers are treated fairly and with respect during the complaints handling process. Any dissatisfaction with a credit representative operating under the licence will be handled in an efficient, timely and effective manner in accordance with ASIC regulations of Internal Dispute Resolution (IDR).

FREEDOMLEND PTY LTD details are:

  »     Attention: Compliance and Complaints Handling Officer
  »     Phone: 1300 665 595
  »     Email: enquiries@freedomlend.com.au
  »     Website: www.freedomlend.com.au
  »     Mail: Office1, Level 13, 10-16 Queen Street Melbourne VIC 3000

If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference) we are a member of. You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further. Our external dispute resolution service provider is the Australian Financial Complaints Authority,which can be contacted via:

  »     Website: www.afca.org.au
  »     Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
  »     Telephone: 1800 931 678
  »     Email: info@afca.org.au