NOW Finance – Complaints Policy


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:

  • 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
  • empower our employees to act with authority and integrity when investigating and resolving complaints
  • never charge you to engage with our complaints service

 

How to make a complaint

  1. Get in touch with us
  1. 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
things faster.

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.

  1. 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 14 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 for the Australian Financial Complaints Authority (AFCA) if you are not
    satisfied with the resolution we have provided to you
  1. 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
  1. Escalating your complaint

If you are not satisfied with our response to your complaint, you can lodge a dispute with the Australian Financial
Complaints Authority (AFCA).

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: