Complaints

If we have not met your expectations, we want to know. Complaints are free to make and free to escalate, and raising one does not affect any application you have with us.

Step 1 — Tell us

Email info@credit4u.com.au with COMPLAINT in the subject line. Please include your name, how to reach you, what happened, and what outcome you are seeking.

Step 2 — We investigate

We acknowledge your complaint promptly. We then investigate and give you a written response within 30 calendar days, in line with ASIC Regulatory Guide 271.

Our response will explain our findings, the reasons for our decision, and what we propose to do. If we cannot resolve it within 30 days, we will write to you explaining why and telling you about your right to go to AFCA.

Step 3 — Escalate to AFCA at no cost

If you are unhappy with our response, or we have not responded within 30 days, you can take your complaint to the Australian Financial Complaints Authority. AFCA is independent of us, free for consumers, and its determinations are binding on us.

Time limits apply to AFCA complaints, so do not delay if you intend to escalate.

Complaints about a lender

If your complaint concerns the conduct of a lender rather than our own, raise it with that lender's internal dispute resolution team first. They are subject to the same 30-day requirement and are also AFCA members. We are happy to help you find the right contact.

Other avenues

You can also raise concerns about credit licensees with ASIC at asic.gov.au. Privacy complaints can go to the Office of the Australian Information Commissioner at oaic.gov.au.