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Complaints
If something has gone wrong, tell us.
Prevail Finance Pty Ltd · ABN 36 618 291 142 · Australian Credit Licence 509527
We are committed to providing you with the highest standard of service. If at any time we have not met our obligations, or you have a complaint about the service we provide, please tell us so we can work towards a resolution. We will deal with your complaint promptly, thoroughly and fairly. Making a complaint costs you nothing and does not affect any application you have with us.
Handled under our internal dispute resolution process, consistent with ASIC Regulatory Guide 271.
Internal dispute resolution
Our IDR process, step by step.
Contact Priyank Thakkar
In the first instance, raise it with your broker, Priyank Thakkar, by email at [email protected], by phone on +61 404 442 211, or by post to 58 Poath Road, Hughesdale VIC 3166. You do not need to use a particular form of words, and you do not need to use the word “complaint” for us to treat it as one.
We acknowledge within 1 business day
You will know your complaint has been received and who is handling it.
Escalation after 5 business days
If your broker is unable to resolve the complaint to your satisfaction within 5 business days, the complaint is escalated to our Complaints Officer. You can also contact the Complaints Officer directly at any time, using the details below.
Written outcome within 30 calendar days
Within 30 calendar days from the date you lodged the complaint with us, we will write to you with the outcome of the investigation and the reasons for our decision. If more time is needed to complete the investigation, we will tell you before that deadline, explain why, and let you know you may refer the matter to AFCA at that point. We may ask for additional information to make sure your complaint is properly investigated.
Complaints Officer
Who to contact directly.
Complaints Officer
Priyank Thakkar
Prevail Finance Pty Ltd
58 Poath Road, Hughesdale VIC 3166
Phone +61 404 442 211
Email [email protected]
If the Complaints Officer is also your broker
At Prevail Finance, Priyank Thakkar is both your broker and our Complaints Officer. This does not affect our capacity to deal with your complaint effectively or appropriately. Every complaint is recorded, investigated on its facts, and answered in writing. If you would prefer the matter reviewed outside the business at any stage, you can go to AFCA using the details below.
You can also ask a representative, a family member, a support person or a legal adviser to complain on your behalf. We will deal with them once you confirm your authority for us to do so.
External dispute resolution
If we have not resolved it to your satisfaction.
If you do not think we have resolved your complaint to your satisfaction, or you have not heard from us within 30 calendar days, you may refer the matter to our external dispute resolution scheme, the Australian Financial Complaints Authority. AFCA’s service is available to you at no cost.
You may also refer the matter to the EDR scheme at any time. If our internal process is still in progress, AFCA may ask that our IDR process be completed before considering the matter further.
Australian Financial Complaints Authority
Email [email protected]
Phone 1800 931 678
Address GPO Box 3, Melbourne VIC 3001, Australia
afca.org.au
Time limits apply to AFCA complaints. Contact AFCA or visit their website to find out whether a time limit applies to you.
Our licensee AFCA details
Prevail Finance Pty Ltd
Australian Credit Licence 509527
AFCA Member Number 91442
Prevail Finance Pty Ltd holds its own Australian Credit Licence and is a member of AFCA in its own right.
If your complaint concerns how we handled your personal information, you can also contact the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au. Our privacy policy sets out how we collect, use and secure your information.
Our commitment
A complaint changes how we work, not how we treat you.
Raising a complaint costs you nothing, will not delay or prejudice any application you have with us, and will not change how we deal with you. We record every complaint, review the causes, and use them to fix the process rather than the symptom. If we got something wrong, we would rather know.
Or call +61 404 442 211, Monday to Friday, Melbourne time.
Straight answers
Fair questions.
How quickly will you respond?
We acknowledge your complaint within 1 business day. If your broker cannot resolve it to your satisfaction within 5 business days, it is escalated to our Complaints Officer. We write to you with the outcome and our reasons within 30 calendar days of the date you lodged it. If more time is needed we will tell you before that deadline, and let you know you may go to AFCA at that point.
Does it cost anything to complain?
No. Our internal process costs you nothing, and the Australian Financial Complaints Authority does not charge consumers for its service either.
Will complaining affect my application?
No. A complaint does not delay, prejudice or change any application or engagement you have with us, and it does not change how we deal with you.
Your broker and your Complaints Officer are the same person. Is that a problem?
No. At a firm of our size that is common, and it does not affect our capacity to deal with your complaint effectively or appropriately. Every complaint is recorded, investigated on its facts and answered in writing. If you would prefer an outside review at any stage, AFCA is available to you at no cost.
Can I go straight to AFCA?
You may refer a matter to AFCA at any time. If our internal process is still in progress, AFCA may ask that it be completed before they consider the matter further. You can go to AFCA without waiting if we have not responded within 30 calendar days.
ACL 509527Held directly, not leasedMemberships verifiable with each body