Compliments and Concerns
At Red Earth Finance, our clients are at the heart of what we do. We're committed to making your finance journey as straightforward and positive as possible.
We love hearing when we've done something well, but it's just as important that you feel comfortable telling us when something isn't right.
Your feedback helps us improve, and we take every concern seriously.
Have a concern?
Something not right? Please tell us.
We'll listen and work with you towards a fair resolution.
You can call or email us. Making a complaint is free.
Have a compliment?
We love hearing when we've made a difference!
If someone from our team has gone above and beyond, we'd love to hear about it.
Your feedback means a lot to us.
How to make a complaint
If you'd like to raise a concern or make a complaint, we're here to listen.
You can contact Red Earth Finance by calling 1800 717 547 or emailing contact@redearthfinance.com.au.
You don't need to put your complaint in writing or use any formal wording. Simply tell us what's happened and how you'd like us to help. Making a complaint is free.
If you need assistance making a complaint, please let us know. You can also ask someone you trust to help you or, with your authorisation, act on your behalf.
How we handle your complaint
We'll acknowledge your complaint promptly, generally within 24 hours or one business day, or as soon as practicable.
We'll carefully review your concerns, working with our credit licensee where required, and aim to resolve them as quickly and fairly as possible.
For standard complaints, a formal written response will generally be provided within 30 calendar days, unless the complaint is resolved earlier or a different timeframe or exception applies.
If we're unable to respond within the required timeframe, we'll explain the delay in writing and provide details of your right to contact the Australian Financial Complaints Authority (AFCA).
Want an update on your complaint?
You're welcome to contact us at any time to check on the progress of your complaint.
Simply call us on 1800 717 547 or email contact@redearthfinance.com.au.
If possible, let us know when you first contacted us so we can locate your complaint and provide an update.
We're here to help and want to make the process as straightforward as possible.
Still not satisfied? You have options.
If you're unhappy with the outcome of your complaint, or you haven't received a response within the applicable timeframe, you can contact the Australian Financial Complaints Authority (AFCA).
AFCA is a free and independent dispute resolution service that helps consumers and small businesses resolve complaints about financial firms.
You can contact AFCA to discuss your options. Time limits may apply, so it's best not to delay.
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Website: www.afca.org.au
Post: GPO Box 3, Melbourne VIC 3001