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Complaints Policy

 

We are committed to making small business lending an efficient and great experience, however we recognise that sometimes we may not meet your expectations.

If you have concerns or issues, you can reach us on 1800 676 652 or email us at customerservice-au@ondeck.com.au and we will aim to resolve your concerns or issues as soon as possible, including on the spot if we can.

We will do our best to ensure that our own internal review of your complaint is completed, and a decision on your complaint is communicated to you, within 10 business days. We will inform you if we require more time and the reason why.

We will also tell you if we are not able to resolve your complaint or to meet your requirements and the reason for this.

If we are not able to resolve your complaint to your satisfaction within 30 days, you may refer your complaint to an external dispute resolution scheme of which we are a member.

Our external dispute resolution scheme cannot deal with your dispute unless you have attempted to resolve your dispute or complaint with us first, and either:

  1. We have made a formal proposal to resolve the complaint, and you have told us that the proposal is not acceptable to you; or
  2. At least 30 days has elapsed since you made your complaint.

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 and small business owners.

 

AFCA Contact Details:

Website: www.afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 

 

Note: If you approach AFCA before approaching us, AFCA will refer you back to us.