Customer Complaints

Complaint Handling Policy

At Forward Finance, we value your feedback and are committed to providing a fair and effective process for resolving complaints. Our aim is to enhance customer relationships and continually improve our products and services based on your feedback. Below, we outline how you can make a complaint, our complaint management process, our external dispute resolution (EDR) options, and how we can assist you further if needed.

How to Make a Complaint

We encourage you to reach out if you are dissatisfied with any aspect of our service or decision related to your loan. You can lodge a complaint through the following channels:

Email: complaints@forwardfinance.com.au
Mail: Forward Finance, Level 1, 145 The Parade, Norwood, SA, 5067
Phone: 1300 989 966

Our Complaint Management Process

We take all complaints seriously and aim to resolve them promptly and fairly. Our internal dispute resolution (IDR) procedures are designed to achieve a satisfactory outcome for you. Here’s how our process works:

Step 1 – Acknowledgement: Upon receiving your complaint, we will acknowledge it either verbally or in writing.
Step 2 – Assessment and Investigation: We will assess and investigate your complaint thoroughly. If resolved within five business days, your complaint will not require further action.
Step 3 – Response Timeframes: Response timeframes vary depending on the nature of your complaint. For urgent disputes or default notices, we aim to provide a final response within 21 calendar days. For other matters, we aim to respond within 30 calendar days.
Step 4 – Next Steps: If we are unable to respond within the specified timeframes, we will inform you of the delay and your right to escalate the complaint to the Australian Financial Complaints Authority (AFCA).
Step 5 – Final Outcome: We will provide you with a written final response, addressing all raised matters and the factors considered in reaching the outcome.

External Dispute Resolution (EDR)

While we encourage you to contact us first, you have the option to refer your complaint to AFCA if you are not satisfied with our resolution. AFCA provides a free and independent dispute resolution service:

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

Need Further Help?

We strive to ensure our complaints process is accessible to all customers. If you require assistance due to language barriers, disabilities, mental illness, or medical conditions, please contact us at 1300 080 825. We are here to assist you further.

Your feedback is invaluable to us as we continuously improve our services. Thank you for helping us serve you better.