LEGAL & DISCLOSURES / CLIENT CARE
Client Care, Complaints & Dispute Resolution.
We value your feedback. If we have not met your expectations, we want to understand the issue and work towards an appropriate resolution.
At StoneHaven Finance, we are committed to providing a high standard of service and a positive experience for every client. Listening to our clients helps us improve. We take complaints seriously and will work with you to understand your concern.
HOW TO GET IN TOUCH
How to make a complaint.
You can contact us by phone, email or in writing. You do not need to use the online form to make a complaint. Please provide as much information as you can so we can properly understand and investigate your concern.
Until secure online submissions are available, please contact us directly. If you have supporting documents, we can arrange a secure way for you to share them.
Stone Haven Finance
Level 2, 462 Chapel RoadBankstown NSW 2200
Office visits are by appointment only. Please call or email to arrange a time; we cannot accommodate walk-ins.
YOUR VOICE MATTERS
Submit your feedback or complaint.
This form shows the information we may ask for. Online submission and document upload are being prepared. Please use the working phone and email details above to lodge a complaint now.
COMPLAINT HANDLING
What happens next?
Once we receive your complaint, we will acknowledge it and review the matter in accordance with our internal dispute resolution procedures and applicable requirements. We will communicate with you during the process and provide our response within the applicable timeframe. Our aim is to resolve complaints efficiently, fairly and respectfully.
If you are not satisfied
If we are unable to resolve your complaint to your satisfaction through our internal process, you may be able to refer the matter to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution service that is free for eligible consumers.
AFCA
1800 931 678
www.afca.org.au
You can also find information about AFCA in the Credit Guide provided to you when we engage with you.
DIRECT LICENSEE CONTACT
Contact Outsource Financial’s Complaints Officer.
You may also raise a complaint directly with our credit licensee, Outsource Financial.