Complaints & Dispute Resolution Policy

01 What This Policy Covers

A complaint may concern our service, a Credit Quote, disclosure documentation, commission arrangements, privacy-related concerns, or any other dissatisfaction with National Leisure Finance credit assistance or related services. We encourage you to tell us if something has not met your expectations.

02 Our Commitment to Fair Resolution

National Leisure Finance is committed to handling complaints fairly, efficiently and transparently. When you lodge a complaint we will listen, consider the relevant facts and information, investigate objectively, communicate with you, explain the outcome in clear language, and tell you how you may escalate the matter if you remain dissatisfied.

03 How to Lodge a Complaint

You can lodge a complaint with us at no cost. Contact our Complaints Officer using any of the details below.

If available, the following information can help us investigate your complaint. You do not need to provide every item for us to accept and consider a complaint:

• your full name;
• preferred contact details;
• relevant loan, application or reference details;
• a clear description of the issue;
• supporting information or documents;
• the outcome or resolution you are seeking.

04 Internal Dispute Resolution (IDR)

We handle complaints through Internal Dispute Resolution in line with ASIC Regulatory Guide 271 (RG 271).

1. 01

   Acknowledgement

   We will acknowledge your complaint promptly. In line with ASIC Regulatory Guide 271, we aim to acknowledge complaints within 24 hours (or one business day) of receiving them, or as soon as practicable. We may acknowledge a complaint by telephone, email or post, taking into account how you contacted us.

2. 02

   Investigation and assessment

   We will objectively review relevant material. Depending on the complaint, this may include application or file records, communications, disclosure documents, transaction information, relevant lender or broker records, and other information needed to understand the complaint.

3. 03

   Response and resolution

   We aim to resolve straightforward complaints as quickly as possible, and where practicable within approximately 5–7 business days. This is an NLF service aim, not a statutory deadline.

05 Written IDR Response

For complaints subject to the standard RG 271 timeframe, we will provide a written IDR response within 30 calendar days of receiving the complaint unless an applicable exception permits otherwise.

Where applicable, that response will explain our decision and reasons, and will tell you that you may take an eligible complaint to the Australian Financial Complaints Authority if you are dissatisfied.

06 If We Need More Time

07 External Dispute Resolution (EDR)

If you are dissatisfied with our final response, or you are entitled to escalate because the applicable IDR timeframe has expired, you may contact the Australian Financial Complaints Authority (AFCA) about an eligible complaint. AFCA is the external dispute resolution scheme for eligible financial complaints. National Leisure Finance is an AFCA member (Member ID 78341).

AFCA provides consumers and eligible small businesses with access to an independent external dispute resolution service at no cost to the complainant. Not every complaint automatically falls within AFCA’s jurisdiction.

• Phone: 1800 931 678
• Website: www.afca.org.au
• Postal: GPO Box 3, Melbourne VIC 3001

08 Related Information

For information about how National Leisure Finance handles personal and credit information, see our Privacy Policy.

If your complaint concerns information contained in our Credit Guide & Quote, you can review the current Credit Guide.