Complaints
Dispute Resolution
If you have something on your mind, share it with us. We welcome the opportunity to fix the situation. We often find that any concern a customer may have is a genuine misunderstanding and can quite easily be resolved.
Village Finance takes customer service and satisfaction very seriously.
If you have a complaint, please follow the steps below.
Step 1. Please Talk to Us
Our staff are here to help you. If you have a concern or complaint, please talk to our staff at your local branch, your initial contact person from Village Finance (normally your loan consultant), or alternatively telephone Village Finance customer Contact Centre on 0438 128 273.
If we do not satisfy your concern or complaint, please contact our Customer Relations Team (see Step 2 below).
Step 2. Customer Relations Team
If our branch or Customer Contact Centre have not resolved your concern or complaint, please contact our Customer Relations Team. Our Customer Relations Officer is there to find a solution for you, by investigating the concern you have raised. The Customer Relations Officer will inform you of our decision.
Mail: Village Finance Customer Relations
PO Box 117, Kingston, TAS 7051
Email: feedback@villagefinance.com.au
If we still have not satisfied your concern or complaint, you may escalate your complaint to an external dispute resolution scheme (see Step 3 below).
Step 3. Financial Services Dispute Resolution Schemes
If, despite our best efforts, you believe we have not satisfactorily dealt with your complaint or we have been unable to resolve the complaint within 45 days of the initial complaint, you can contact an alternative dispute resolution scheme.
COSL is an external dispute resolution scheme which exists to provide an impartial solution to its members and their customers where a complaint has failed to be resolved internally. It is a free service and the Ombudsman’s decisions are binding. Contact details for COSL are listed below.
Credit Ombudsman Service Limited (COSL)
Case Management Team
C-/Credit Ombudsman Service
PO Box A252
Sydney South NSW 1235
Phone: 1800 138 422
Fax: (02) 9273 8440
Internet: www.cosl.com.au
If you have something on your mind, share it with us. We welcome the opportunity to fix the situation. We often find that any concern a customer may have is a genuine misunderstanding and can quite easily be resolved.
Village Finance takes customer service and satisfaction very seriously.
If you have a complaint, please follow the steps below.
Step 1. Please Talk to Us
Our staff are here to help you. If you have a concern or complaint, please talk to our staff at your local branch, your initial contact person from Village Finance (normally your loan consultant), or alternatively telephone Village Finance customer Contact Centre on 0438 128 273.
If we do not satisfy your concern or complaint, please contact our Customer Relations Team (see Step 2 below).
Step 2. Customer Relations Team
If our branch or Customer Contact Centre have not resolved your concern or complaint, please contact our Customer Relations Team. Our Customer Relations Officer is there to find a solution for you, by investigating the concern you have raised. The Customer Relations Officer will inform you of our decision.
Mail: Village Finance Customer Relations
PO Box 117, Kingston, TAS 7051
Email: feedback@villagefinance.com.au
If we still have not satisfied your concern or complaint, you may escalate your complaint to an external dispute resolution scheme (see Step 3 below).
Step 3. Financial Services Dispute Resolution Schemes
If, despite our best efforts, you believe we have not satisfactorily dealt with your complaint or we have been unable to resolve the complaint within 45 days of the initial complaint, you can contact an alternative dispute resolution scheme.
COSL is an external dispute resolution scheme which exists to provide an impartial solution to its members and their customers where a complaint has failed to be resolved internally. It is a free service and the Ombudsman’s decisions are binding. Contact details for COSL are listed below.
Credit Ombudsman Service Limited (COSL)
Case Management Team
C-/Credit Ombudsman Service
PO Box A252
Sydney South NSW 1235
Phone: 1800 138 422
Fax: (02) 9273 8440
Internet: www.cosl.com.au
