Feedback and Complaint Process
York Financial Pty Ltd trading as York Finance (Australian Credit Representative: 501247)
Our focus is to provide the highest standard of service, therefore we are always keen to know what our customers think we do well or where we could improve.
We are committed to the effective handling of complaints and timely resolution of disputes. The purpose of this document is to describe ways in which you can raise your concerns and how we will respond.
Providing feedback and our complaint process
If you have feedback or a complaint, you can either contact your broker or express your concern directly with York Finance. You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.
You can communicate your complaint with the York Finance Complaints Oicer using the following methods
Phone: 1300 931 892
Email: (contact form below)
When we receive a complaint, we will attempt to resolve it promptly. Upon receipt we will contact you if any further information is needed. Once all information is available, we will investigate the matter thoroughly and inform you of the outcome as soon as possible.
We will keep you updated of the progress throughout the process. If resolution takes longer than five (5) business days, we will provide you with a written response no later than 45 days from the date of the complaint.
If resolution cannot be achieved within 45 days, we will provide a written explanation as to the reason.
Our external dispute resolution scheme
If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute
resolution provider is the Credit and Investments Ombudsman Limited (CIO).
Phone: 1800 138 422
Fax: 02 9273 8440
Email: [email protected]
Mail: (Free Post for consumers)
Credit and Investments Ombudsman
Reply Paid 252
South Sydney NSW 1234
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.