Our Process for Resolving Complaints

Step One: Let us Know

You can make a complaint with Jacaranda Finance via phone, email or SMS. You may also complete the contact form on our website. Once a complaint is received, the details will be recorded in our Complaints Register. If we require more information, we’ll reach out to you to request it.

You can contact our complaints team directly at c******@j****** or 07 2101 4030

Step Two: We Resolve the Problem

After you contact us, within 1 business day we’ll notify you in writing that we’ve received your complaint. Please note that we always do our best to resolve your complaint immediately, but sometimes that may not be possible. If we are able to resolve your complaint within 5 business days, we will notify you of the resolution via the method which you made the complaint (if possible). Otherwise, we’ll provide you with a response to your complaint in writing via email.

At the latest, Jacaranda Finance will provide an outcome within 21 days of receiving your complaint. If the complaint cannot be resolved or addressed within the 21 day time frame, we will notify you in writing of the reason for the delay and attempt to resolve the complaint as soon as practicable.

What if you're not satisfied with the outcome?

If you’re not satisfied with the resolution proposed by us or with our handling of your complaint, you can take the matter further.

If your complaint relates to a financial service, you can get in touch with our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

AFCA Contact Details

Phone: 1800 931 678
Email: i******@a******
Hours: 9:00am-5:00pm AEST/AEDT Weekdays

If your complaint relates to privacy, you may take the matter up with the Privacy Commissioner.

Privacy Commissioner Contact Details

Phone: 1300 363 992
Website: oaic.gov.au
Hours: 10:00am-4:00pm AEST/AEDT Monday to Thursday

The services of both AFCA and the Privacy Commissioner are available to you at no cost.

Customers in Need of Extra Help & Support

If you’re experiencing financial difficulty, hardship or any form of abuse – including elder abuse, family violence, domestic violence or financial abuse – our dedicated support team is here to help you manage your finances safely. You can contact them at 1300 189 823.

At Jacaranda Finance, we know it can be difficult to reach out when you’re feeling vulnerable. If you let us know you’re experiencing a challenging situation, we will:

• Minimise how often you need to repeat your story;
• Connect you with specialist support services if you request it;
• Treat you with care, respect and compassion at every step;
• Prioritise your safety by protecting your private and confidential information;
• Work with you to find safe, comfortable ways to communicate;
• Ensure, where possible, you work with one team member throughout your journey