Our Customer Charter
Our commitment to our customers
Our Customer Charter
WHO IS 360 FINANCE
360 Finance Pty Ltd is Australia’s leading finance broking company offering personal and business loans for everything from motor vehicles and bikes to leisure and commercial equipment.
Established in 2007, 360 Finance is a member of the Automotive Holdings Group (AHG), Australia’s largest motoring group, who provides automotive retail and logistics services across Australia and New Zealand.
We work with over 20 of Australia’s leading bank and non-bank lenders to provide finance solutions for our customers within Australia.
YOUR EXPERIENCE WITH US
“Come for the rates – stay for the service”
We understand that our customers have a choice when they are considering finance providers. We believe that our industry experience, our access to some of the lowest industry rates and our commitment to providing best in class customer service makes us the leader in our market.
THE APPLICATION PROCESS
An application for finance will begin with an initial discussion that will allow us to find out a little more about you, understand your needs and begin to compile information that will assist your application.
This will include information on your employment and residential history, the asset you are seeking to finance and some analysis of your income and expenses.
WHAT INFORMATION DO WE ASK FOR?
Once we have a better idea of your needs and which lender would be most suited to assist you, we will ask for documents to support your application. This may include copies of your drivers licence, bank statements, payslips, rental agreements or rate notices.
After we have received all the documents we have requested from you, we will endeavour to submit these to the most suitable lender for your circumstances as soon as we can.
360 Finance treats the handling of your personal information very seriously. We have systems and procedures in place to protect your privacy in relation to the handling of your personal information. Our objective is to handle information stored responsibly, governed by the provisions set out in the Privacy Act 1988 (Cth) and other relevant law.
COMMUNICATION WITH US
At 360 Finance, our aim is to be proactive with our communication with you. This includes keeping you informed of any changes to the status of your application as soon as possible, or alerting you to any possible delays.
We have a number of standards in place that we think provides you with the basis for a good customer experience. These include;
Initial enquiries: We aim to respond to any initial applications or requests for information within one (1) business hour of these being submitted via our website, or at a time you have specified in your enquiry.
After your application has been submitted: Once we have submitted your application to a lender, we will give you regular updates as to the progress and the eventual outcome.
Customer follow ups: If you call us and your Finance Specialist is unavailable for any reason, we will call you back within two (2) business hours, or at a mutually agreeable time.
If you contact us via email, we will either call or email you back within two (2) business hours.
FEES & CHARGES
360 Finance is a Fee-for-Service broker and we will add a charge to your final loan contract that covers the costs of our services.
Our aim to always provide our customers with the lowest total cost of loan and lowest rates available for their lending profile. We achieve this using our 11+ years of industry experience; from our panel of over 20 leading Australian bank and non-bank lenders and with access to some of the lowest industry rates – which combined, far outweighs the service fee we charge.
If you decide not to continue with your loan before it is settled, you will not be charged this fee.
DO YOU HAVE A COMPLAINT?
A complaint is an expression of dissatisfaction made to us, related to our products and/or services, or the complaints handling process itself, where a response or resolution is expected.
To assist us in helping you:
Gather all supporting documents about your complaint. Then think about the questions you want answered and decide what you would like us to do.
Next, contact our Dispute Resolution Officer and explain the problem. You can contact us by phone, mail or email. We would prefer your complaint to be submitted in writing so we fully understand your issues. You can complete the form as attached.
We will then review the situation and if possible resolve it straight away. Letting us know about the problem is often all that’s required to resolve most issues.
How can you contact us?
You can contact us in writing or by telephone:
- 360 Finance Dispute Resolutions:
- Postal Address: Dispute Resolutions Officer, 360 Finance, PO Box 3632, South Brisbane QLD 4101
- Phone: 1300 361 360 during operating hours
- Email: email@example.com
How long will it take before we get back to you?
Our aim is to resolve your complaint as quickly as possible. We ensure that any complaint is properly considered and responded to swiftly, and in most cases this will be within 21 days. Some matters however, are more complex and can take a little longer to resolve. If that is the case, we’ll keep you informed of our progress.
Complaint Resolution Procedure
The goal of this policy is to achieve an effective resolution of your complaint within a reasonable timeframe, usually 21 days or as soon as practicable. However, in some cases, particularly if the matter is complex, the resolution may take longer.
Once the complaint has been made, we will try to resolve the matter in a number of ways:
Request further information: We may request further information from you. You should be prepared to provide us with as much information as possible, including details of any relevant dates and documentation. This will enable us to investigate the complaint and determine an appropriate solution.
Discuss options: We will discuss options for resolution with you and if you have suggestions about how the matter might be resolved you should raise them.
Investigation: Where necessary, the complaint will be investigated. We will try to do so within a reasonable time frame.
The complaint is substantiated: If your complaint is found to be substantiated, you will be informed of this. We will then take appropriate steps to resolve the complaint, address your concerns and prevent the problem from recurring. If the complaint is not substantiated, or cannot be resolved to your satisfaction – you can refer the matter to an external dispute resolution service.
What if your complaint is still not resolved?
Where we are unable to resolve your complaint or 45 days have elapsed, you may lodge a complaint with the Australian Financial Complaints Authority:
- Online: www.afca.org.au
- Email: firstname.lastname@example.org
- Phone: 1800 931 678 (free call) 1
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA, so you should act promptly or otherwise consult the AFCA websites to find out if or when the time limit, relevant to your circumstances, expires.
If you believe that your privacy has been infringed or a breach of the Australian Privacy Principles has occurred, you are entitled to complain. All complaints should initially be in writing and directed to our Complaints Officer. We will acknowledge your complaint within 7 days. We will provide you with a decision on your complaint within 30 days.
If you believe 360 Finance has not adequately dealt with your complaint and you are not satisfied with CIO, you may also complain to the Officer of the Australian Information Commissioner (OAIC) whose contact details are below.
- Officer of the Australian Information Commissioner:
- Postal Address: GPO Box 5218, Sydney NSW 2001
- Phone: 1300 363 992
- Email: email@example.com
- Web: https://www.oaic.gov.au (You may also lodge a complaint directly with the OAIC on their website.)
We are unable to deal with anonymous complaints. This is because we are unable to investigate and follow-up such matters unless we know your name. In the event however, that an anonymous complaint is received we will note the issues raised and, where necessary, try and resolve them appropriately.
If you require more information, please contact our Customer Service Manager on 1300 361 360 during business hours.