Aust. Credit Rep. for LendaLink Finance, Aggregtor Fintellig

I, Chez Johnson. Australian Credit Representative #539824, for H & B Finance Co Pty Ltd (ABN 56 676 491 811) - Australian Credit Licence # 559728 - am committed to providing all customers with excellent service. However, if you or any customer believes we have not adequately met our obligations, or you have a complaint about any of our services; we encourage you to let us know so we can resolve to your satisfaction.  

A complaint is defined in AS/NZS 10002:2014 and ratified by ASIC as “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff, or the handling of a compliant, where a response or resolution is explicitly or implicitly expected or legally required.” Any person who is dissatisfied with our service, for any reason, may contact us to complain. Sometimes we may receive negative feedback, which is not an actual complaint and as such may not require a resolution or formal follow up. Whilst we welcome feedback from all our customers, this policy does not apply to feedback of this nature. 

 We hope that you’re pleased with our service, although if you do have a complaint, you can contact our Complaints Officer via (02) 5119 9201 or email via admin@lendalink.com.au, or mail to the address listed above in ‘Key Information’.  Please provide us with as much detail as possible in your complaint so we can address promptly and hopefully resolve it to your satisfaction.

If you are not satisfied with the outcome of our attempt to resolve your complaint, you may refer the matter to the Australian Financial Complaints Authority Australia on phone 1800 931 678 or by writing to GPO Box 3 Melbourne VIC 3001.  The Australian Financial Complaints Authority Australia is a no-charge external and independent dispute resolution service.

 Should any extra assistance be required to resolve this issue, including language interpretation please let our Complaints Officer know. We will then attempt to rectify any such challenge. 

Upon receiving a complaint in writing, our Complaints Officer will attempt to contact the complainant within a maximum 24 hours, using the same medium that complaint was received or in a manner requested by complainant. This initial contact will be to at least acknowledge receipt of the complaint and our intent to investigate and resolve asap. 

Subsequently, our Complaints Officer will proactively and respectfully address the matter directly with the complainant with an intent to resolve within 5 business days. Sometimes this will not be possible, but in all circumstances, we will formally respond in writing within a regulatory maximum of 30 calendar days from when the complaint was first received. Within this 30 day period, and unless resolved to the complainant’s satisfaction within 5 business days, our Complaints Officer will put in writing the following details to the complainant: 

 • Details of complaint received. 

• Contact details of our Complaints Officer. 

• Outcome of our internal complaint investigation, including steps and decisions taken. 

• An explanation of our decision measured against complaint made and investigation taken. 

• The complainant’s right to contact our External Dispute Resolution body (see details below should they not be fully satisfied with the outcome of our internal process. 

 If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). Our membership number is 66918. AFCA provides fair and independent financial services complaint resolution that is free to consumers. Details are as follows: • Website via www.afca.org.au • Email via info@afca.org.au • Telephone via 1800 931 678 (free call) • In writing to Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001