Complaints

Here at Cash Doctors, we hope that our service will always be good enough that you never need to complain but on the rare occasion it is necessary, we want to:

• Make it easy for you to tell us about your complaint
• Give your complaint the attention it deserves
• Resolve your complaint as quickly as possible
• Make sure you are satisfied with how your complaint was resolved

If we are unable to resolve your complaint to your satisfaction, Cash Doctors has voluntarily joined the Credit Ombudsman Service Limited. The Credit Ombudsman is available to make impartial and binding decisions in these circumstances.

Please note, if you contact COSL prior to Cash Doctors providing you with a final response as detailed below, COSL will refer you back to Cash Doctors.

How and where to complain

If you are dissatisfied with any aspect of our service, you can tell us about your concern in the following ways:

• By telephone - 07 5591 2850
• In writing - The Complaints Contact Person, Cash Doctors, PO Box 3592, Australia Fair, Queensland 4215
• By email - paydayloan@cashdoctors.com.au
• By Fax - 0755917616
• Please note that additional personal information should not be included in email messages for security reasons. We will respond, in writing.

How long will it take?

We will acknowledge receipt of your complaint in writing immediately. Cash Doctors has 45 days to respond to your written complaint under the Internal Dispute Resolution Policy. Cash Doctors will maintain regular contact with in writing to let you know:

• Why we have not yet resolved your complaint
• Who is dealing with your complaint
• When we will contact you again
• Issue you our final response letter which will explain our final position

You will also receive contact details for the COSL to whom you can refer the matter if 45 days has passed

If you are unhappy with the way your complaint is handled, you may contact the Credit Ombudsman Service

Our aim is to resolve all complaints internally. However, if you are unhappy with our suggested resolution or we have been unable to resolve it within 45 days of the initial complaint, you may refer your complaint to the Credit Ombudsman Service Limited.

COSL is an external dispute resolution scheme which exists to provide an impartial solution to its members and their customers who are unable to resolve complaints or disputes internally.

The scheme is free to our customers and the Ombudsman's decisions are binding.

For more information on COSL please visit the COSL website www.creditombudsman.com.au.