How can you contact us?
Where possible, we will resolve your complaint on the spot. If we need some additional time to get back to you, we will let you know. You can contact us in the following ways:
Call us (in Australia)
1300 722 462
Email us
clientservices@redzed.com
Write to us via mail
Complaints Officer
RedZed Lending Solutions
GPO Box 1693,
Melbourne VIC 3001
What we will do when we receive your complaint?
Where possible, we will resolve your complaint on the spot. If we need some additional time to get back to you, we will let you know. We’ll inform you that we’ve received your complaint within 24 hours, and will let you know the name of the person handling your complaint. This may be done in person, by phone, post or email.
How do we assess a complaint?
We aim to find a fair solution to your complaint taking into consideration all relevant information, the law, industry guidelines and common sense.
Do you need additional assistance to make your complaint?
Hearing assistance
If you are hearing impaired, we can use the National Relay Service to relay your conversation
Interpreter service
If English is not your first language and you require assistance, we may be able to organise an interpreter.
How long until a resolution?
We aim to resolve complaints as quickly as possible. Most complaints should be resolved within five days. Some complaints can take up to 30 days. We will let you know what is happening and why it is taking longer. We will let you know a date by which you can reasonably expect a response.
What if your complaint is not resolved?
If you feel we have not fairly resolved your complaint, you can refer your complaint to our ASIC approved external dispute resolution service.
- Online: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678
- Mail: AFCA GPO Box 3 Melbourne VIC 3001
How do you get started?
You can contact RedZed’s Client Services team on 1300 722 462, email us at clientservices@redzed.com or by post Attention: Complaints Officer RedZed Lending Solutions, GPO Box 1693, Melbourne VIC 3001
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