Home > Complaints Policy

Complaints Policy






    Notify us of the complaint

    Whilst we take client complaints very seriously, we cannot deal with them unless we know about them. For your convenience, you can lodge a complaint with us by email or through our website at any time.

    We will confirm receipt of your complaint within 48 hours of receiving it. Generally, we will be in a position to deal with the matter immediately. If we are unable to do so immediately, the matter will be referred to a more senior person. It is our intention to deal with all matters of complaint as quickly and as efficiently as possible.

    Complete complaint documentation

    Where the matter cannot be resolved to your satisfaction within 48 hours of you making a complaint, details of it will be recorded in our Complaints Register. If we do not have enough information, we will get it from you. We may ask you to complete a complaint form, which you will find here. Where your complaint is made orally, the staff member will fill out the complaint form on your behalf.

    Notification

    We will notify you in writing to confirm receipt of your complaint within 48 hours of receiving it. We will also notify you of the procedures we will undertake as a result of your complaint.

    Investigation

    Your complaint will be investigated. The person with the ultimate responsibility for its investigation is our Complaints Officer who may be contacted using the following contact details:

    Name: Complaints Officer

    Email: info@jacarandafinance.com.au

    Phone: 1300 189 823

    Outcome

    The matter will be resolved within 14 days of receiving your complaint.

    Referral to our External Dispute Resolution Scheme

    If you are not satisfied with the resolution proposed by us, you can take the matter further.

    If the complaint relates to a financial service, you can refer it to our External Dispute Resolution Scheme. We are a member of the Australian Financial Complaints Authority (“AFCA”), one of the schemes approved by ASIC.

    The contact details for AFCA are as follows:

    Australian Financial Complaints Authority

    Phone: 1800 931 678

    Email: info@afca.org.au

    Hours: 9:00amโ€“5:00pm AEST/AEDT weekdays

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

    The contact details for the Privacy Commissioner, in the Office of the Australian Information Commissioner, are as follows:

    Privacy Commissioner

    Phone: 1300 363 992

    Fax: 02 9284 9666

    Mail: GPO Box 5218, Sydney NSW 2001

    E-Mail: enquiries@oaic.gov.au

    Website: www.privacy.gov.au

    Complaint form

    Except for the provision of documents where you request them from us, there is no charge to you for the use of this procedure. The services of AFCA and the Privacy Commissioner are made available at no charge to you.

    Reviews donโ€™t lie ๐ŸŒŸ

    Reviews current as of June, 2021.

    Our low rates

    Our low rates

    ๐Ÿ’ฐ Personal Loans starting from 8.69% (12.05% p.a. Comparison Rate)

    ๐Ÿš— Car Loans starting from 5.29% (5.84% p.a. Comparison Rate).

    We never charge early repayment or exit fees.

    Apply Now ๐Ÿš€
    Existing client?

    Existing client?

    Manage your loan easily in one place.

    Log In
    Had a good experience?

    Had a good experience?

    Share the love by referring a friend now and receive up to $100 of free credit ๐Ÿ’ธ

    Refer a friend

    Need a hand? ๐Ÿ‘‹

    Jacaranda is 100% online. So, we do not accept applications over-the-phone. However, our friendly team is more than happy to answer any questions you may have.