Feedback and Complaints

At Credo, we strive to make our product and services better every day.

If you’ve got a suggestion, compliment or complaint, we’d love to hear from you.

Email: info@credofinancial.com.au
Phone: (03) 9032 6700
Letter: 47 Russell Street, Abbotsford VIC 3067

Please include the following information in your email:

Your details

  • Name
  • Residential address
  • Email
  • Phone number

Description

  • Details of your feedback or complaint
  • What outcome are you seeking?
  • Supporting documents (if any)

Complaints

We aim to resolve your complaint as quickly as possible.

Once we receive your complaint, we will promptly acknowledge it (usually within 1 business day) and we will provide regular progress updates.

We aim to resolve your complaint as soon as possible and in any event within 30 days (or 21 days for credit-related complaints involving default notices, hardship notices or requests to postpone enforcement proceedings).

Sometimes we may need more time to investigate the complaint but we’ll let you know if that is the case.

We’ll provide a written response to you if the resolution takes longer than 5 business days, if your matter relates to hardship or if you request a response in writing.

If you are not satisfied with our response, you may ask us to review the response.

Unresolved matter

If your issue still can’t be resolved or you are not satisfied with our decision, you may contact the Australian Financial Complaints Authority (AFCA) via:

  • Website: afca.org.au
  • Email: info@afca.org.au
  • Telephone: 1800 931 678 (free call)
  • In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001

AFCA is an external dispute resolution scheme which addresses complaints from consumers in the financial system. AFCA provides fair and independent financial services complaint resolution that’s free to consumers.

Accessibility

If you do not speak English you can call us and ask for an interpreter.

If you have a vision impairment or have mobility issues using smart devices, you can call us. A large print version of this document is also available.

If you are deaf and/or find it hard hearing or speaking with people who use a phone, you can reach us through the National Relay Service (NRS).

  • Call 1800 555 660
  • Website: communications.gov.au/accesshub/nrs

You may authorise a representative (e.g. financial counsellor, lawyer, family member or friend) to lodge a complaint on your behalf.

This document is available in hard copy upon request.

©2021 Credo Direct Lending Services Pty Ltd ABN 21 149 261 816 Australian Credit Licence 402515