Complaints Handling Policy

Complaints Handling Policy

X Lend Finance Pty Ltd

Introduction

We (X Lend Finance Pty Ltd, ABN 46 665 041 136, Authorised Credit Representative number 546635) are committed to providing all our customers with excellent service. However, if you believe 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 the matter to your satisfaction.

What is a complaint?

A complaint is defined in AS/NZS 10002:2014 and recognised by ASIC as:

“an expression of dissatisfaction made to or about an organisation, related to its products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.”

Any person dissatisfied with our service for any reason may contact us to complain.
Please note, general negative feedback that does not request a response or resolution is not considered a complaint under this policy.

How to lodge a complaint

If you have a complaint that has not been resolved to your satisfaction with the staff member involved, please contact our Complaints Officer via any of the following:

• In writing:
  Level 6, 85 George Street, Parramatta NSW 2150

• Phone:
  0477 771 508

• Email:
  info@xlend.com.au

• Online:
  www.xlend.com.au

When making a complaint, please include:

• Your full name and contact details

• Details of the service provided

• A clear description of your complaint

• Name of the staff member involved (if known)

• Any supporting documentation or correspondence

Extra assistance

If you require any support in lodging or resolving a complaint (including language support or accessibility assistance), please let our Complaints Officer know. We will make all reasonable efforts to assist.

Our internal resolution process

Once we receive a complaint in writing, our Complaints Officer will attempt to contact you within 24 hours, using the same method the complaint was submitted (or as requested). This initial contact will acknowledge receipt of the complaint and confirm our intention to investigate.

We aim to resolve complaints within 5 business days, but where further investigation is needed, we will formally respond within a maximum of 30 calendar days from the date of receipt.

Unless resolved within 5 business days, we will provide a written response outlining:

• The details of your complaint

• Contact information for our Complaints Officer

• The outcome of our investigation

• An explanation of our decision

• Your right to escalate the matter to our External Dispute Resolution body (AFCA)

External Dispute Resolution

If your complaint is not resolved to your satisfaction, you may refer it to the Australian Financial Complaints Authority (AFCA):

• Membership Number: 546635

• Website: www.afca.org.au

• Email: info@afca.org.au

• Phone: 1800 931 678 (free call)

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