Complaints & Dispute Resolution

Last updated: [Month] 2026

At Auto Solve Financial we take complaints seriously. We see every complaint as a chance to fix a problem and improve the way we work. If you are unhappy with any part of our service, please tell us, it costs you nothing to raise a complaint, and we will treat it fairly, promptly and confidentially.

How to make a complaint

You can contact us in whatever way is easiest for you:

• Phone: 0478 777 723
• Email: complaints@autosolvefinancial.com.au
• Mail: The Complaints Officer, Auto Solve Financial, 25 Moncrief Road, Nunawading VIC 3131

To help us look into your complaint quickly, please tell us your name and contact details, what happened, and what outcome you are looking for. If you need help lodging your complaint, or you would like a support person or representative to act for you, just let us know and we will assist.

Our internal process

Once we receive your complaint, we will:

• Acknowledge it promptly, within one business day where possible.
• Investigate it, we will look into what happened fairly and objectively, and may contact you for more information.
• Respond to you in writing, within the maximum timeframe required under ASIC Regulatory Guide 271 (RG 271). For most credit related complaints, this is no later than 30 calendar days after we receive your complaint.

If, in exceptional circumstances, we cannot give you a final response within the required timeframe, we will write to you before the deadline to explain why, tell you when you can expect a decision, and let you know that you may take your complaint to the Australian Financial Complaints Authority (AFCA) at that point.

What we'll do

Our written response will explain the outcome of your complaint, the reasons for our decision, and any action we are taking. If we cannot resolve the complaint to your satisfaction, we will tell you about your right to escalate it to AFCA and how to do so.

If you're not satisfied

If you are not happy with our final response, or if your complaint has not been resolved within the required timeframe, you can refer it to the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme. Its service is free to consumers, and its decisions are binding on us. We are a member of AFCA (AFCA member [AFCA # to confirm]).

We encourage you to give us the chance to resolve your complaint first, but you can contact AFCA at any time.

Privacy complaints

If your complaint is about how we have handled your personal or credit related information, you can also raise it with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au. More detail about how we manage your information is in our Privacy Policy.