Legal
Draft for legal review. Placeholder wording only, not legal advice. It must be reviewed by a legal or compliance adviser before launch.
We want to know if you are unhappy with our service. Making a complaint is free.
Phone +61 452 210 013, email info@batthfinance.com.au, write to Batth Finance, Suite 25, Level 3, 21 Cityside Drive, Mickleham VIC 3064, or visit our office in person.
We can arrange an interpreter or translation, you can contact us through the National Relay Service, and a representative, friend or financial counsellor can make the complaint on your behalf.
We will acknowledge your complaint within 1 business day and try to resolve it straight away. In any case we will give you a written response no later than 30 calendar days after we receive it. If we need longer we will tell you why, remind you that you can go to AFCA, and give you AFCA's contact details.
It will set out the outcome and our reasons, your right to take the complaint to AFCA if you are not satisfied, and AFCA's contact details.
Batth Finance is a credit representative (Credit Representative Number 572451) of LMG Broker Services Pty Ltd ACN 632 405 505, Australian Credit Licence 517192. The licensee's internal dispute resolution process covers complaints about us, so your complaint will be recorded with, and may be handled or reviewed by, the licensee's complaints team [LMG Broker Services complaints contact details to be confirmed]. You can also contact the licensee directly at any time.
If you are not satisfied, or you have not received a response within 30 days, you can take your complaint to the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution scheme. Website: https://www.afca.org.au. Phone: 1800 931 678 (9am to 5pm AEST/AEDT, weekdays). Email: info@afca.org.au. Post: GPO Box 3, Melbourne VIC 3001. AFCA generally expects you to give us the chance to resolve the complaint first. AFCA member numbers: Batth Finance [to be confirmed]; LMG Broker Services Pty Ltd [to be confirmed].
Complaints about a lender's product, interest rate, account or hardship decision should be raised with that lender, which has its own complaints process and AFCA membership. We will help you do so.
Concerns about your personal information can be raised through the same process and, if unresolved, with the Office of the Australian Information Commissioner (OAIC). See our Privacy Policy.
If you are having trouble making repayments, contact your lender immediately. We can help you request a hardship variation. MoneySmart (https://moneysmart.gov.au) has free guidance.
