At Finder, we believe that all feedback – even criticism or complaints – provides us with insights that can only make our business better. That's why we legitimately welcome user feedback and encourage readers to tell us what we're doing well and where we can improve.
If you'd like to make a complaint, you have the following options to chat to our customer support team:
- Login to your account on the Finder website
- You can use the live chat function on the Finder app
- Write to us at Level 10, 99 York Street, Sydney NSW 2000, Australia
When you contact us, please provide enough information for us to identify you, your account details and the subject matter of your complaint. Please also tell us how you wish for your complaint to be resolved.
Once we receive your complaint, we will:
- acknowledge receipt within 1 business day;
- contact you for more information, if required.
- record the details and give your complaint genuine consideration;
- promptly assess and investigate your complaint thoroughly;
- seek to resolve your complaint fairly, objectively and without bias;
- seek to resolve your complaint at the earliest opportunity, and within 30 days; and
- inform you of our decision and provide reasons for it.
Our decision may be to offer to resolve your complaint as you requested, or offer an alternative solution. Or, we may reject your complaint, in which case we will inform you of your right to refer your complaint to an external dispute resolution (EDR) scheme (such as AFCA, if your complaint is related to a financial product or service). We will also provide the contact details of the EDR scheme, where applicable, so that you may seek an external review of your complaint if you are dissatisfied with our decision or we have not resolved your complaint within 30 days.
External dispute resolution
We hope that you will be satisfied with the outcome we propose. However, if you are unhappy with the outcome, you may be able to have your complaint heard by the Australian Financial Complaints Authority (AFCA), which is the independent and impartial EDR ombudsman, approved by ASIC for complaints related to financial products and services.
Please note however, if your complaint is not related to a financial product or service, external review is unlikely to be available through AFCA.
Our AFCA membership number is 42503.
The AFCA EDR process is a free service to customers.
You can contact AFCA using any of the following methods:
- AFCA website: https://www.afca.org.au
- Telephone: 1800 931 678 (free call)
- Email: firstname.lastname@example.org
- Post: AFCA, GPO Box 3, Melbourne VIC 3001, Australia
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