We understand that sometimes bad things happen to good people. AFS is here to help.
How We Resolve Your Problems
We welcome every opportunity to resolve any concerns you may have with our products or service. If you have a complaint, are not happy with our service or just want more information, you should tell us. By telling us, you give us the best possible opportunity of fixing things. In the first instance, contact our Customer Service Team by calling 1800 688 995. If you are not satisfied with their response you can request that their manager address your concern.
Internal Dispute Resolution
If your concern is still not resolved to your satisfaction please write to our Internal Dispute Resolution Committee at Automotive Financial Services PO Box 123 Springwood NSW 4127. Your concern will be reviewed by our IDR Committee, which has authority to deal with the matter.
We will inform you of the outcome within:
How we manage Financial Hardship
We understand that some of our customers may face temporary periods of financial hardship due to a number of reasons, often beyond their control, including unemployment or reduced employment. If you are finding it hard to make repayments on your car loan or small asset loan, we encourage you to call our dedicated hardship team as soon as possible. This team is specially trained to understand your situation and work with you to find the most suitable repayment plan or support to help you while you get back on your feet. Our toll free customer hotline is 1800 688 995.
External Dispute Resolution
Should a complaint arise which we do not resolve to your satisfaction, please be aware you can take it to our external dispute resolution service.
External dispute resolution is a free service established to provide you with an independent mechanism to resolve your specific complaints. However, you must attempt to resolve your complaint with us before contacting our external dispute resolution scheme.
If you have a complaint which remains unresolved after speaking to us or are not satisfied with our response, you can contact the Australian Financial Complaints Authority Limited ABN 38 620 494 340 (AFCA), or get legal advice:
Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
How We Provide Assistance
Our Customer Service team considers every request for assistance on an individual basis with flexibility & understanding. If you are having difficulty making your loan repayments, we will work with you to find a manageable solution, tailored to your personal circumstances.
Our aim is to support your financial rehabilitation and ensure the affordability of the credit we provide to our customers. Most often customers simply need temporary assistance, including a review of their financial commitments, to get them through difficult times.