Royston Finance

0739169440

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    • Home
    • Apply now
    • About us
    • Loans
      • All Loans
      • Visa Holders
      • Finance for Migrants
      • Novated Lease
      • New Car Finance
      • Used Car Finance
      • Personal Loan
      • Leisure Finance
      • Business Finance
      • Centrelink Finance
      • Bad Credit Finance
      • INEOS Grenadier
    • Finance for Migrants
    • Top tips
    • Reviews
    • Car sourcing
    • FAQ
    • Contact Us
    • Login
    • Become a referral partner

0739169440

Royston Finance
  • Home
  • Apply now
  • About us
  • Loans
    • All Loans
    • Visa Holders
    • Finance for Migrants
    • Novated Lease
    • New Car Finance
    • Used Car Finance
    • Personal Loan
    • Leisure Finance
    • Business Finance
    • Centrelink Finance
    • Bad Credit Finance
    • INEOS Grenadier
  • Finance for Migrants
  • Top tips
  • Reviews
  • Car sourcing
  • FAQ
  • Contact Us
  • Login
  • Become a referral partner

Complaints Handling Policy


At Royston Finance, we are committed to resolving complaints fairly, appropriately, and in a timely manner. Our complaint process is simple and flexible — you can submit your complaint online, by email, over the phone, or by mail.


How to Make a Complaint


Please use the following contact details to submit your complaint:


  • Email: office@roystonfinance.com.au
     
  • Phone: (07) 3916 9440
     
  • Mail: Complaints Officer, 21 Ingleston Road, Tingalpa, QLD, 4173
     

Information to Include


When submitting a complaint, please provide:


  • Your full name, contact details, and any relevant account numbers
     
  • A detailed description of your complaint with all relevant information
     
  • Any prior interactions with our team regarding this matter, including names and dates
     
  • Any additional information requested by us to fully understand and resolve your complaint
     

Internal Dispute Resolution


Once we receive your complaint:


  1. All details will be carefully documented.
     
  2. We will acknowledge receipt within 24 hours.
     
  3. A prompt and thorough investigation will be conducted.
     
  4. The resolution process will be fair, objective, and unbiased.
     
  5. We aim to resolve complaints as quickly as possible, or within 30 days.
     
  6. Once a decision is reached, you will receive a clear explanation of the outcome.
     

External Dispute Resolution


If your complaint is not resolved satisfactorily, or you have not received a response within 30 days, you may escalate it to the Australian Financial Complaints Authority (AFCA), a free and independent dispute resolution service:


AFCA Contact Details:


  • Mail: GPO Box 3, Melbourne VIC 3001
     
  • Phone: 1800 931 678
     
  • Fax: (03) 9613 6399
     
  • Email: info@afca.org.au
     
  • Website: www.afca.org.au
     
  • Interpreter service: 131 450
     
  • National Relay Services:
     
    • Voice Relay: 1300 555 727
       
    • TTY: 133 677
       
    • SMS Relay: 0423 677 767
       

Note: AFCA cannot investigate a complaint until Royston Finance has had the opportunity to address it and at least 30 days have passed.

Assistance with Lodging Your Complaint


If you need help submitting your complaint, we can provide:


  • Translation services
     
  • Text Telephone (TTY) & National Relay Service (NRS)
     
  • A copy of this policy in a different language or format


Copyright © 2025 Royston Finance PTY LTD - ACN - 666226768 ABN - 66666226768 - ACR Number - 548152 - FBAA M-354377 - AFCA - 98287 - 

All Rights Reserved.


Tel - (07) 3916 9440

21 Ingleston Road, Tingalpa Queensland 4173, Australia

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