Complaint Resolution

If you make a complaint we commit to taking the following steps as we try to resolve your complaint or concern:

  • Within one business day, we will acknowledge receipt of your complaint advising of an appropriate timeframe of our response.
  • Complaints or concerns may be handled by any of our client services team members. If the matter is serious, requires further attention, it will be escalated to our Customer Resolution Team.
  • We will thoroughly investigate all circumstances of your complaint. If we don’t have sufficient information, we will contact you or other relevant third parties, for the documentation or information we require.
  • We will be respectful, communicate clearly, and will respond to you within the timeframe specified in our original acknowledgment. We will outline our decision, and we will make sure you understand the findings of our decision.
  • After we have responded to your complaint, we may need to contact you regarding the outcome, and any other matters which may need attention. We won’t ever charge you for making a complaint – our internal complaint process is completely free.

If you are not satisfied with our response, you can lodge a complaint with ORDE Financial’s external dispute resolution body, the Australian Financial Complaints Authority (AFCA).

AFCA is a free external dispute resolution service. They will independently review your complaint and reach their own outcome. You can contact AFCA via one of the below options:

Phone: 1800 931 678 (free call)

In writing to: AFCA, GPO Box 3, Melbourne VIC 3001

Email: [email protected]

Website: www.afca.org.au

We value your privacy. Our Privacy Policy can be viewed on our website at: www.orde.com.au/privacy-policy/

 

Further Assistance

ASIC Moneysmart

For further information about complaints, you can view the ASIC Moneysmart website at https://asic.gov.au/for-consumers/moneysmart/, make a complaint.

ASIC’s Moneysmart website has information for consumers on what to do if you are experiencing Financial Hardship.

If you’re unhappy with either the service received, or with your lender’s decision, you can Make a Complaint.

If you have multiple debts, or would like help applying for financial hardship, contact the National Debt Helpline on 1800 007 007 to talk to a Financial Counsellor for free.

CALL US
13 ORDE 13 67 33

* Comparison rate calculated on a loan amount of $150,000 over a term of 25 years based on monthly payments. WARNING: This comparison rate is true only for the examples given and may not include all fees and charges. Different terms, fees or other loan amounts might result in a different comparison rate. The interest rate quoted is effective 4th December 2023, the actual interest rate applicable will depend on our assessment criteria. Terms, conditions, fees, charges and ORDE Financial lending criteria apply.

© Copyright 2024. ORDE Financial Pty Limited ACN 634 779 990 Australian Credit Licence 522079. ORDE Capital Management Limited ACN 636 165 378 Australian Financial Services Licence 523150 Australian Credit Licence 523150. All rights reserved.