Complaints and dispute resolution
If something has gone wrong, we want to know about it. This page explains how to raise a complaint with us, the standards that apply to how it is handled, and how to escalate to the independent external dispute resolution scheme if you are not satisfied with the outcome.
How to make a complaint
Call us on 1300 010 435, or email admin@vehicle.lease, and tell us you would like to make a complaint. Let us know what happened, how it has affected you, and what outcome you are looking for. Email gives you a written record of your complaint from the start.
Making a complaint is free.
The standards that apply
ASIC's Regulatory Guide 271 sets the internal dispute resolution standards for Australian financial firms. Under RG 271, most complaints must receive a written response within 30 calendar days of being made, and complainants must be kept informed if, in exceptional circumstances, more time is needed.
If you're not satisfied: AFCA
If you are not satisfied with the response to your complaint, or you have not received one within the RG 271 timeframe, you can take the complaint to the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent external dispute resolution scheme. vehicle.lease is an AFCA member — member number 46075.
- Online: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678 (free call)
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001