Dispute Resolution

At Yourcarfinance P/L our goal is to achieve 100% customer satisfaction for all customers & clients, so if we you’re not happy we need to know. So please contact us first!

We understand that sometimes things don’t always go to plan and you may feel that you need to talk about it. To help you we have developed an Internal Disputes Resolution Process and are members of the Financial Ombudsman Service (FOS). FOS Member No: 15076

The Financial Ombudsman Service provides an External Disputes Resolution process that you can access should we fail to resolve your complaint about Credit Related Services to your satisfaction.

This service is provided strictly for handling complaints about the provision of CREDIT SERVICES and does not relate to the goods being financed or the condition and delivery of them.

Our YCF staff have receive training in all aspects of “complaints handling” so you can rest assured that your complaint/problem will be handled in a professional and timely manner.

Making a complaint

• You can lodge a complaint verbally:
• In person, or
• by telephone
• You can lodge a complaint in writing by:
• letter,
• email, or
• fax
• You can lodge a complaint with any staff member at Yourcarfinance Pty Ltd.

How will your complaint be handled ?

• The Staff member who receives your complaint will
• document your concerns,
• record your complaint in the Complaints Register,
• and escalate your complaint to our Internal Disputes Officer.
• The Internal Disputes Officer will contact you about your complaint
• Give you an estimate timeframe of when you can expect a decision
• Investigate your complaint thoroughly
• Advise you of the decision and the reasons for the decision of
• your complaint
• Provide you with the contact details of FOS if you are still
• not satisfied.