At NOW Finance, we want every interaction you have with us to be a positive one.
If there is something we can improve on, or you have a less than favourable experience, or you are not satisfied with our products, services or staff, we’d like to hear from you.
We will work with you to try and find a solution which is positive, fair, and reasonable.
NOW Finance Commitment
We will:
- handle complaints promptly, fairly and efficiently
- listen to you and take the time to understand your concerns
- investigate your complaint without any unnecessary delay
- consider your personal circumstances with sensitivity and respect
- keep you updated on the progress of your complaint
- communicate with you using clear and plain language
- empower our employees to act with authority and integrity when investigating and resolving complaints
- provide you with information about available escalation options if we cannot resolve your complaint
- use feedback to identify and address potential systemic issues and improve our products and services
- never charge you to engage with our complaints service
How to make a complaint
1. Get in touch with us
Email us: [email protected]
Call us: 03 8535 1132 or 1300 275 669 between 9.00am and 6.00pm Monday – Friday AEST
You may also raise a complaint through one of our official social media channels where you are identifiable and contactable.
2. Please tell us
- your name
- your best contact information
- specifics about your complaint
- the resolution you are seeking
Remember, by giving us as much information as possible, you’ll be helping us to resolve your complaint faster.
Complaints relating to financial hardship requests, delays in assessing hardship assistance, or hardship decisions can also be made using this process.
You don’t have to identify yourself to us and are welcome to submit your concerns to us anonymously but if you do, we may be restricted in our investigation, reporting back to you and resolving your concerns appropriately.
3. We will:
- acknowledge your complaint via email within 24 hours
- provide you with a complaint reference number
- attempt to resolve your complaint as soon as possible, but within 30 days (or 21 days for financial hardship or debt collection matters)
- let you know if we need more time to investigate your concerns. If this happens, we’ll explain why and provide an expected date for our response
- keep you informed of progress
- provide you with contact details of any external complaint escalation scheme if you are not satisfied with the resolution we have provided to you
4. Assistance lodging your complaint
Third-Party support
- You may choose to engage a third-party to explain your concerns and manage the complaint for you, for example a friend or family member, a financial counsellor, or a legal representative
- So that we may engage with your chosen third party, we will first need to ensure that there is a proper authority to act in place
- If you would like our Third Party Authority form, please contact us so we can send you a copy
If you need assistance making a complaint due to language barriers, disability, financial difficulty or other personal circumstances, please let us know and we will work with you to provide appropriate assistance.
5. Escalating your complaint
If you are not satisfied with our response to your complaint, you may be able to lodge a complaint with the Australian Financial Complaints Authority (AFCA), where your complaint is eligible for AFCA review.
AFCA is an external dispute resolution body (independent of Now Finance). AFCA provides a free and independent dispute resolution service for customers who are unable to resolve their complaints directly with Now Finance.
AFCA’s contact details are:
Website: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
6. Commercial and Small Business Complaints
Where your complaint relates to a commercial or business-purpose loan originated by NF Commercial Pty Ltd, AFCA may not be available to review your complaint. We will explain any alternative dispute resolution, mediation or assistance services that may be available, including:
- the Australian Small Business and Family Enterprise Ombudsman (ASBFEO);
- State and Territory Small Business Commissioners or equivalent bodies; and
- other mediation or dispute resolution services available to eligible small business customers.
These organisations may assist parties to attempt to achieve a mutually agreed resolution, however we do not represent that they will determine disputes against NF Commercial Pty Ltd.
AFCA’s jurisdiction will generally not extend to complaints relating to commercial loans provided by NF Commercial Pty Ltd because those products are not regulated by the National Consumer Credit Protection Act 2009 and NF Commercial Pty Ltd is not an AFCA member for commercial lending purposes.