We aim to provide the very best service for our customers in meeting their needs and expectations and our systems and processes are designed with this objective in mind. However, we understand that on occasions there may be times where you are unhappy with some part of our service. If so, our internal dispute resolution process provides that your complaint will be handled efficiently, honestly and fairly.
Fundo Loans Pty Ltd (Fundo) is authorised to engage in credit activities under Australian Credit Licence 491418. If you wish to contact Fundo to discuss any concerns you may have, please contact us:
We will provide acknowledgement of receipt of your complaint within one business day, if the complaint is not otherwise resolved in the meantime. We will ensure that a final response is given to your complaint as soon as possible, within ten (10) days if possible, but certainly within thirty (30) days of receipt of your complaint. For certain types of complaints, involving default notices or urgent disputes such as applications for hardship, a final response must be provided by us within twenty-one (21) days.
If we cannot respond to your complaint within the relevant timeframes, we will inform you of the reasons for the delay and of your right to refer the complaint to our External Dispute Resolution Scheme (see below).
We will have provided a final response to the complaint if we:
Where we are unable to resolve a complaint to your satisfaction at the time of receipt, we will give you a written response to your complaint and the reasons for reaching a particular decision on the complaint. We will adequately address the issues that are raised in the complaint. Where practicable, our response will refer to applicable provisions in legislation, codes, standards or procedures.
If we accept the complaint and are of the view that a remedy is appropriate, the remedy may be non-financial as well as, or instead of financial.
If we consider that a financial remedy is appropriate, we will determine and provide reasonable compensation in accordance with our obligations under the relevant legal principles, EDR Scheme Rules, other relevant codes of conduct and concepts of fairness and relevant industry best practice.
We will keep data concerning the complaint that will enable analysis according to: Type of complaint; Subject of complaint; Outcome of complaint; Timeliness of response. So that we can identify any systematically recurring problems, we will classify complaints accordingly. Subject to legal constraints, including constraints as to privacy, we will make available data collected in respect of the complaint upon request to our EDR Scheme and the Australian Securities and Investments Commission.
If you are not satisfied with the outcome of our investigation of your complaint, you have the option of contacting the Australian Financial Complaints Authority (AFCA), of which Fundo is a member, on:
We will review our Internal Dispute Resolution Policy and procedures annually to ensure that our complaints management systems are operating effectively. The most recent review was in May 2022.