Feedback & Complaints

Help us improve our services. 

Prontofinance.com.au is devoted to providing our customers the best service. But from time to time, we may not deliver on this promise. When we don’t, we would like to know about it so we can continue to improve and help our valuable customers, like you.

So whether you loved our service or have feedback on how we can improve, we’d love to hear from you.

Get in touch today. Call us on 1300 35 35 33 or email hello@prontofinance.com.au

Complaints handling

At Prontofinance.com.au, we take our customer concerns and complaints seriously. Where we can, we’ll try our best to resolve your complaint as quickly as possible.

How to lodge a complaint:

If you have a complaint, please contact our Customer Care team by:

• Calling 1300 35 35 33 (Monday to Thursday 9am – 4pm AEST)
• Emailing hello@prontofinance.com.au

If our Customer Care team cannot resolve your complaint on the spot, your complaint will be referred to our Internal Disputes Resolution (IDR) Team. They will independently review your complaint and will aim to resolve your complaint within 30 days.

If you are not satisfied with the resolution, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is a fair and independent complaint resolution scheme that is free to consumers. AFCA’s details are set out below

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)

In Writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

If you have any questions about our Responsible Lending Policy or the internal or external complaints resolution process, please do not hesitate to contact us on 1300 35 35 33.