Here at CashCloud your satisfaction in our service is very important to us. If you are happy with our service we hope you will spread the word about our site.
We take our complaints very seriously and have a structured approach to resolving any issues. In addition to our internal process we are also a member on an external dispute resolution body, the Financial Ombudsman Service, As required by the National Consumer Credit Protection Act 2011 - Our membership number is 22900.
If you have a complaint, in the first instance you should contact us. We will always treat your complaint with high priority and offer resolution where reasonable.
To Make A Complaint
To lodge a complaint with us, you can contact us using the following details;
Using our Help Desk is the fastest way to get a response. In most cases we will respond within 1 business day.
Complaint Handling Process
Once we receive your concern, we will acknowledge receipt immediately. Under the internal dispute resolution policy we have 45 days to respond to your complaint, We will however endeavour to respond to your complaint much sooner, usually within 5 working days. You will be kept updated throughout our investigation process.
If You Are Not Happy With Our Response, You Can Refer The Complaint To The Financial Ombudsman Service.
Our aim is to resolve all complaints fast and internally. If you are unhappy with our suggested resolution or we have been unable to resolve it within the required 45 days of your initial complaint, you can refer your complaint to the Financial Ombudsman Service.
FOS is an external dispute resolution scheme which exists to provide an impartial solution to its members and their customers who are unable to resolve complaints or disputes internally.
The scheme is free to our customers and the Ombudsman's decisions are binding. For more information on FOS please visit the FOS website www.fos.org.au.