Credeq

Submit your complaint

Complaints

At Credeq, we are committed to treating all customers fairly and to resolve complaints promptly and respectfully. If you are not satisfied with our decision or how your claim has been handled, we want to hear from you.

Once we receive your complaint:
  • We will acknowledge your complaint
  • We will contact you to ensure that we understand your complaint
  • We will investigate and keep you informed (at a minimum, every 10 business days)
  • Will aim to resolve your complaint within 30 business days
Due to the nature of our business, if we are unable to resolve your complaint within 30 business days, we will advise you of the reason for the delay and provide further options to progress.

Although Credeq Australia is not subject to ASIC’s RG 271, we choose to align with its standards voluntarily reflecting our commitment to fair and transparent complaint handling.

  • How to make a complaint

    +
    You can contact us using the method most convenient for you:
    Phone: 1800 273 337
    Email: [email protected]
    Post: Credeq Complaints
    Level 4, 45 Clarence Street
    Sydney NSW 2000
    When making a complaint, please tell us:
    • What your complaint is about and the outcome you are seeking
    • Your name and your preferred contact details (you have the right to remain anonymous)
    • Any supporting documentation
    By providing us with as much information as you can, you will help us resolve your complaint as quickly as possible. If you wish to remain anonymous, we will not be able to contact you or tell you the outcome of any action we take.

  • External resolution

    +
    If you are not happy with our decision or the handling of your complaint, you can access the dispute resolution scheme managed by the Australian Financial Complaints Authority (AFCA). AFCA’s role is to provide consumers (you) with free, fair and independent dispute resolution for complaints relating to financial service providers.

    AFCA deals with complaints that fall within their rules and will generally only consider your complaint after we have first had the opportunity to resolve your complaint through our internal complaint management process.

    Decisions made by AFCA are binding upon us provided you accept the decision. However, where you do not agree with the decision, you may pursue alternatives such as legal advice or other external dispute mechanisms.

    You can contact AFCA to confirm if they can assist you. There is also some helpful information available on their website. You can contact AFCA by:
    Phone: 1800 931 678
    Website: www.afca.org.au
    Email: [email protected]
    Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
    If your complaint relates to privacy, you may also contact the Office of the Australian Information Commission (OAIC).

  • Complainant conduct

    +
    We will consider all complaints on their merits. However, we may limit or discontinue the handling of a complaint where the complainant's conduct is unreasonable, including abusive, threatening, or harassing behaviour, or where demands and expectations are excessive or inappropriate. Any such decision will be made fairly and proportionately.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.
Consent*

Unlocking credit the world needs