Feedback and Complaints
How to give feedback and how we resolve complaints and disputes
At AHA Money we pride ourselves on helping you when you are in need, and that our loans meet your expectations. We value any feedback you have regarding how we are performing.
Get in contact with us. Your feedback helps us to improve. If you would like to share your positive experience with AHA Money or any of our staff members, please drop us an email or get in touch with us.
If our service does not meet your expectations, and you feel we can improve in certain aspects, please also get in touch with us, because we believe that only by listening to your feedback can we improve our processes and service.
How to get in touch with us
We do our best to resolve your complaint on the spot, but sometimes that may not be possible.
Here are a couple of steps to follow towards resolving an issue:
- Get in touch with one of our Contact Centre team members to help resolve your complaint. We aim to resolve complaints as quickly as possible.
- If you are not satisfied with the resolution you get from our Contact Centre team, you can have your complaint reviewed by AHA’s Internal Disputes Resolution (IDR) team by emailing us at firstname.lastname@example.org.
If you’re still concerned with the outcome of your complaint, you can contact the Australian Financial Complaints Authority (AFCA). Just a heads up that if you contact AFCA before your complaint has been reviewed by our internal dispute resolution team, they will refer you back to us. You can contact the AFCA by phone (1800 931 678), via their website (http://www.afca.org.au/) or write to them at:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001