Complaints

If we get things wrong, we want to hear about it. When you get in touch with us, include your name, contact details and what your complaint is about. We’ll take it seriously and do our best to work on a solution. Here’s how to do it.

Call us on 1300 280 583 between 8:30AM – 5:30PM, Monday to Friday AET

Please let us know if you’d like help making your complaint, or want someone to do it on your behalf, such as a financial counsellor, legal representative, family member or a friend.

Write to us at
Ford Finance
PO Box 20125
World Square NSW 2002

Please let us know if you’d like help making your complaint, or want someone to do it on your behalf, such as a financial counsellor, legal representative, family member or a friend.

Here’s what we do when we get a complaint:

We will acknowledge it.

We’ll let you know we’ve received your complaint, usually within one business day.

We will evaluate it.

We’ll review all the information and resolve your complaint as quickly as we can.

We will resolve it.

We’ll aim to resolve your complaint as quickly as we can, and usually within five business days. Sometimes it might take longer, for example if we need more info.

We will write to you.

We’ll let you know the outcome as soon as we can, and usually within five business days. If your complaint is to do with hardship, a default notice or the postponement of enforcement proceedings, we’ll let you know the outcome in under 21 days (unless we need more info). Otherwise, you’ll know the outcome within 30 days.

We will manage all complaints as described in our Complaints Policy.

If you’re not satisfied with our final response, or how we’ve handled things, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA’s a free, fair and independent complaint resolution service. Here’s how to contact them.

Website: www.afca.org.au

Phone: 1800 931 678

Email: info@afca.org.au

Write:
Australian Financial Complaints Authority,
GPO Box 3,
Melbourne VIC 3001