Complaints Handling Policy

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ESF Finance
ESF Finance is committed to providing high standards of service. We recognise that, from time to time, concerns or complaints may arise. We take all complaints seriously and aim to resolve them fairly, promptly, and transparently.

This Complaints Handling Policy outlines how complaints are managed and how you can contact us if you have a concern.

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What is a complaint?
A complaint is any expression of dissatisfaction made to us in relation to our services, products, or handling of personal information, where a response or resolution is expected.

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How to lodge a complaint
If you have a complaint, we encourage you to contact us as soon as possible so we can work to resolve the issue.

You can lodge a complaint by contacting:
Elias Fajloun
ESF Finance

Phone: 0426 847 400
Email: elias@esffinance.com.au

Please provide as much detail as possible to help us understand your concern.

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Our complaints handling process
Once a complaint is received, the following steps apply:

 

Acknowledgement
We will acknowledge receipt of your complaint as soon as practicable.

Review
Your complaint will be reviewed carefully and fairly. We may contact you to request further information if required.

Response
We aim to provide a written response within 30 days of receiving your complaint.

If additional time is required, we will keep you informed of progress.

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If you are not satisfied with our response
If you are not satisfied with the outcome of your complaint, you may refer the matter to our aggregator or an external dispute resolution scheme.

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Australian Finance Group Limited
As ESF Finance operates as a Credit Representative of Australian Finance Group Limited, you may also contact:
Australian Finance Group Limited
Phone: 1300 654 034
Website: www.afgonline.com.au

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External dispute resolution
If your complaint is not resolved to your satisfaction, you may lodge a complaint with the Australian Financial Complaints Authority.

Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au

AFCA provides a free and independent dispute resolution service.

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Privacy related complaints
If your complaint relates to the handling of personal information, it will be managed in accordance with our Privacy Policy and relevant privacy legislation.

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No cost to you
There is no cost to you to make a complaint or to access external dispute resolution services.

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Contact details
For all complaints and enquiries, please contact:
Elias Fajloun
ESF Finance
Phone: 0426 847 400
Email: elias@esffinance.com.au

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Updates to this policy
This Complaints Handling Policy may be updated from time to time. The most current version will always be available on our website.