Complaints & disputes

If something hasn't gone right, we genuinely want to know. Making a complaint is free, you can make it in any way that suits you, and it will never affect how we treat you as a customer.

Step 1: Tell us

• Phone: 0451 248 745
• Email: info@suffice.com.au (mark your message "Attention: Complaints Officer")
• Mail: Complaints Officer, Suffice Finance Pty Ltd, Unit 70/13 Jusfrute Dr, West Gosford NSW 2250
• Or any other way that reaches us, including through this website or our social channels. You never have to put a complaint in writing.

Tell us what happened, how it has affected you, and what you'd like us to do. If you need help making your complaint (including interpreter support or accessibility assistance), we'll arrange it. You can also appoint a representative, such as a family member or financial counsellor, to deal with us on your behalf.

Step 2: What we do

• We'll acknowledge your complaint promptly: within one business day of receiving it, or as soon as practicable.
• We'll investigate, keep you updated, and give you our response as quickly as we can.
• We'll provide a written response no later than 30 calendar days after the complaint is made.
• Shorter timeframes apply to some credit complaints: if your complaint involves a hardship notice, a request to postpone enforcement, or a default notice, we'll respond within 21 calendar days (if we need more information from you to decide a hardship-related complaint, the law sets staged timeframes and we'll explain them when we ask).
• If we resolve your complaint to your complete satisfaction within five business days, we may confirm the outcome without a formal written response, unless the complaint is about hardship or you ask for our response in writing, in which case you'll always get one.
• If we can't meet a timeframe because your complaint is complex or something is outside our control, we'll tell you before it expires, including why, and your right to take the complaint to AFCA with AFCA's contact details.

Our internal dispute resolution process is free. Our written response will set out the outcome, our reasons, and your right to escalate to AFCA if you're not satisfied.

Step 3: If you're not satisfied

If we can't resolve your complaint, or you're unhappy with our response, you can take it to the Australian Financial Complaints Authority (AFCA). AFCA provides a fair and independent complaint resolution service that is free to you.

• Online: afca.org.au
• Phone: 1800 931 678 (free call)
• Email: info@afca.org.au
• Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Suffice Finance Pty Ltd is a member of AFCA (member number 99980). AFCA's service is free to you, and its decisions can bind us.

Privacy complaints

Complaints about how we've handled your personal information follow the same process. If unresolved, you can also contact the Office of the Australian Information Commissioner. See our privacy policy.