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.

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
   

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
   

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.
    

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.

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