Complaints and dispute resolution.

If something has gone wrong, we want to hear about it directly. Most concerns come from a miscommunication and can be put right quickly once we understand what happened. There is no cost to make a complaint at any stage.

Step 1. Talk to us first

Please contact the finance broker who has been looking after you and tell them about your concern. You can also reach us by phone on 0475 024 328, by email to hello@finstac.com.au, or by post to 35 Dover Street, Albion QLD 4010.

It helps to tell us your name and contact details, what happened and when, and the outcome you are looking for. You do not need to use any particular form or wording.

Step 2. Escalation to our licensee's Complaints Officer

If your concern is not resolved to your satisfaction within five working days, it is escalated under the internal complaints process of our licensee, Elders Home Loans Pty Ltd, to its Complaints Officer. You can also contact the Complaints Officer directly:

Tara Bower, Complaints Officer, Elders Home Loans
Email: tara.bower@elders.com.au
Phone: 08 8425 4034
Post: 80 Grenfell Street, Adelaide SA 5000

You will receive a written response within the maximum timeframe set by ASIC Regulatory Guide 271. For most complaints that is no later than 30 calendar days after the complaint is received, and a shorter timeframe of 21 calendar days applies to complaints about a default notice. If a complaint is complex and needs longer, you will be told before that timeframe ends, with the reasons and your right to go to AFCA. We aim to resolve every complaint well inside these limits.

Step 3. External dispute resolution through AFCA

If you are not satisfied with the outcome, or you have not received a response in time, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution, and it is free to you.

Australian Financial Complaints Authority
Website: www.afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3, Melbourne VIC 3001

Finstac's AFCA membership number is 125785.

Privacy complaints

If your complaint relates to how we have handled your personal information, you can also contact the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.

Licensee details

Finstac Pty Ltd ABN 75 680 177 806, Credit Representative Number 582083, is authorised under Elders Home Loans Pty Ltd ABN 22 118 064 654, Australian Credit Licence 384408.