Feedback and Complaints

At FlexLend we value your feedback and are committed to providing efficient, honest and fair service.

We welcome both general feedback and complaints as they help us improve our services and ensure we meet your expectations.

If you are not satisfied with any aspect of our products, services, or the conduct of our representatives, you have the right to lodge a complaint. We will handle your complaint in accordance with our Internal Dispute Resolution (IDR) procedures and applicable regulatory requirements.

Providing Feedback

We welcome your feedback, whether positive or constructive. Feedback helps us improve the quality of our services. You can provide feedback at any time via:

Email: info@flexlend.com.au

Phone: 1300 55 3539

Online: click here

We will review all feedback and, where appropriate, use it to improve our processes and customer experience.

How to Lodge a Complaint

If you wish to make a complaint, you can contact us using:

Email: compliance@flexlend.com.au

Phone: 1300 55 3539

Mail: 103/9 Ormond Boulevard, Bundoora VIC 3083

Online: click here

Please include your name, contact details, and a clear description of your complaint so we can investigate it properly.

Acknowledgement

We will acknowledge receipt of your complaint promptly, generally within one (1) business day, or as soon as practicable.

Investigation

Your complaint will be reviewed through our Internal Dispute Resolution process. We will investigate your concerns fairly, efficiently and objectively. We may contact you to request further information to assist in resolving your complaint.

Timeframes

We aim to resolve complaints as quickly as possible. Our maximum timeframes are:

30 calendar days for standard complaints

21 calendar days for complaints involving financial hardship

21 calendar days for complaints relating to default notices

If we are unable to resolve your complaint within these timeframes, we will inform you of:

The reasons for the delay

Your right to escalate the complaint

Details of the external dispute resolution scheme

External Dispute Resolution

If you are not satisfied with our final response, or if we do not resolve your complaint within the required timeframe, you may contact our external dispute resolution provider:

Australian Financial Complaints Authority (AFCA)

Phone: 1800 931 678

Email: info@afca.org.au

Website: www.afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

AFCA provides a free and independent dispute resolution service.

Regulatory Disclosure

FlexLend holds Australian Credit Licence (ACL) number 567062

We comply with the National Consumer Credit Protection Act 2009 and guidance issued by ASIC, including Regulatory Guide 271 – Internal Dispute Resolution.

Our Commitment

We take all feedback and complaints seriously and are committed to resolving issues fairly, efficiently and in a timely manner, while continuously improving our services.