Understanding Our Complaints Policy
Auto Link Finance Complaints Resolution
Discover how Auto Link Finance ensures transparency and fairness in handling your concerns.
Our Commitment to Fairness
Complaints Policy FAQs
Guiding Principles
Auto Link Finance Pty Ltd will implement its internal complaints handling procedures in accordance with the following guiding principles:
(a) Visibility. Auto Link Finance Pty Ltd will make information known to clients about how and where they can raise concerns or complain.
(b) Accessibility. Auto Link Finance Pty Ltd’s complaints handling process will be easily accessible to all complainants.
(c) Responsiveness. Auto Link Finance Pty Ltd will acknowledge receipt of a complaint, and when doing so, treat complainants courteously.
(d) Objectivity. Each complaint will be addressed in a fair and unbiased manner.
(e) Cost. Auto Link Finance Pty Ltd’s complaints handling process will be available to complainants free of charge.
(f) Confidentiality. The personal information of a complainant will only be used for the purposes of addressing the complaint.
(g) Client focus. Auto Link Finance Pty Ltd will be open to feedback, including complaints, and will show commitment to resolving complaints by its actions.
(h) Accountability. Auto Link Finance Pty Ltd will ensure that accountability for, and reporting on, the actions and decisions of Auto Link Finance Pty Ltd with respect to complaints is clearly established.
(i) Continual improvement. Auto Link Finance Pty Ltd will ensure the continual improvement of its complaint handling processes and the quality of its services through reviewing complaints and addressing any systematic or procedural causes.
How do I lodge a complaint?
You can lodge a complaint by contacting our customer service team via email or phone. We will guide you through the process and ensure your concerns are addressed promptly.
What is the timeframe for resolving complaints?
We aim to resolve all complaints within 21 days. However, if further investigation is required, we will keep you informed of the progress and expected resolution time.
Can I escalate my complaint if I'm not satisfied?
Yes, if you are not satisfied with the initial resolution, you can request an escalation to a senior manager who will review your case and provide further assistance.
Will my complaint affect my credit assessment?
No, lodging a complaint will not impact your credit assessment or any ongoing financial services with us. We handle complaints separately to ensure fairness.
Our Response
We will:
(a) Confirm receipt of your complaint within 3 days; and
(b) Endeavour to resolve your complaint within 7 days. If your complaint is complex, we will endeavour to resolve it within 14 days.
If resolution of your complaint is not likely within these timeframes, we will keep you informed at regular intervals about the progress of our investigations and response.
Straightforward misunderstandings or simple complaints / disputes should take no longer than 7 days to resolve completely.
If the complaint / dispute is more complex, you should aim to resolve it within 14 days.
If any further time is required to resolve the complaint, the client should be contacted and advised accordingly before the end of any stated timeframe.
How does Auto Link Finance ensure fairness in complaints handling?
We adhere to strict guidelines and industry standards to ensure every complaint is handled impartially. Our team is trained to provide unbiased resolutions and maintain transparency throughout the process.
External Dispute Resolution Scheme
Auto Link Finance Pty Ltd is currently a member of AFCA ( Australian Financial Complaints Authority)
What If I'm Still Not Satisfied
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)1
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Key Features of Our Complaints Policy
Transparent Process
Our complaints policy ensures every concern is addressed with clarity and transparency, providing peace of mind to our clients.
Timely Responses
We commit to resolving complaints promptly, ensuring that our clients receive timely updates throughout the process.
Customer-Centric Approach
Our policy is designed with the customer in mind, ensuring that your voice is heard and valued at every step.
Continuous Improvement
Feedback from complaints is used to enhance our services, ensuring we continually meet and exceed customer expectations.
Phone
(03) 9368 3298
Address
23 Kathleen Cres, Hoppers Crossing, Melbourne Vic 3029
Need Assistance with Our Complaints Policy?
If you have any questions or need further clarification about our complaints policy, we’re here to help. Our team is dedicated to providing you with the support you need to understand our processes and ensure your concerns are addressed promptly and effectively. Reach out to us today to learn more about how we can assist you.