Complaints Policy - Cool Finance

At Cool Finance Pty Ltd (ABN 35 678 029 528), we are committed to providing excellent service to all our clients. We value your feedback and take complaints seriously. This policy outlines our process for handling complaints and our commitment to resolving them fairly and efficiently.

1. Our Commitment

We are committed to:

Treating all complaints seriously and with respect
Investigating complaints thoroughly and fairly
Responding to complaints promptly and professionally
Using complaints to improve our services
Maintaining confidentiality throughout the process

2. How to Make a Complaint

You can make a complaint through any of the following channels:

Email: [email protected]
Phone: 0416 510 401
In writing: Level 38, 71 Eagle Street, Brisbane CBD 4000, Queensland Australia
In person at our office

3. Complaint Handling Process

Step 1: Acknowledgment

We will acknowledge your complaint within 1 business day of receiving it.

Step 2: Investigation

Our complaints officer will investigate your complaint thoroughly, which may include:

Reviewing relevant documentation
Speaking with staff involved
Examining our policies and procedures
Consulting with our credit license holder if necessary

Step 3: Resolution

We aim to resolve complaints within 30 days. You will receive:

A written response explaining our decision
Details of any actions taken to resolve the complaint
Information about your right to escalate the complaint

4. External Dispute Resolution

If you are not satisfied with our response, you can contact our external dispute resolution scheme:

Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678
Email: [email protected]
Website: www.afca.org.au

5. Record Keeping

We maintain records of all complaints for at least 7 years, including:

The nature of the complaint
Our investigation process
The outcome and resolution
Any actions taken to prevent similar issues

6. Contact Us

For any questions about our complaints process, please contact us:

Email: [email protected]
Phone: 0416 510 401
Address: Level 38, 71 Eagle Street, Brisbane CBD 4000, Queensland Australia