If something has gone wrong

Step one: tell us directly

Most things get sorted quickly once we know about them. You can raise a complaint however suits you:

• Email: enquiries@credit4u.com.au

It helps if you can tell us what happened, when, who you dealt with, and what outcome you're looking for. You don't have to use the word "complaint" — if you're unhappy, that's enough.

What happens next

We handle complaints in line with ASIC's Regulatory Guide 271. In practice:

1. We acknowledge it promptly, normally within one business day.
2. We investigate, which may mean speaking to the staff involved and reviewing records and correspondence.
3. We respond in writing within 30 calendar days, setting out our findings, the reasons for them, and what we propose to do. If it's genuinely complex and we need longer, we'll write and explain why before the 30 days are up.

There is no cost to you for making a complaint, and it will not affect how we deal with you.

Step two: the Australian Financial Complaints Authority

If we haven't resolved your complaint within 30 days, or you're not satisfied with our response, you can take it to AFCA. AFCA is the free, independent external dispute resolution scheme for financial services in Australia. You do not need a lawyer, and it costs you nothing.

AFCA can consider most complaints about credit assistance, including about the conduct of a broker. Time limits apply, so it's worth raising things sooner rather than later. An AFCA determination is binding on us if you accept it — you remain free to reject it and pursue other options.

Complaints about privacy

If your complaint is about how we've handled your personal information, you can also take it to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992. See our Privacy Policy.

Complaints about a lender

If your complaint is about a lender rather than about us — a decision they made, a fee they charged, or how they've handled your account — raise it with that lender directly first. Every Australian credit licensee is required to have an internal complaints process and to be an AFCA member. We're happy to help you work out who to contact.

If you're in financial hardship

This is separate from a complaint, and it's worth knowing about. If you're struggling to meet repayments on an existing credit contract, you have a legal right to ask that credit provider for a hardship variation, and they must consider it. Contact them as early as you can — options are wider before an account falls into arrears.

Free, confidential and independent financial counselling is available Australia-wide through the National Debt Helpline on 1800 007 007, or at ndh.org.au.