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 Financial Co-Operative Dispute Resolution Scheme (FCDRS). The FCDRS Ombudsman is available to make impartial and binding decisions in these circumstances.

Please note, if you contact the FCDRS prior to Cash Doctors providing you with a final response as detailed below, the FCDRS 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 Manager, Cash Doctors, PO Box 3592, Australia Fair, Queensland 4215
• By email - paydayloan@cashdoctors.com.au

Please note that additional personal information should not be included in email messages for security reasons. We will respond, where appropriate, by telephone or letter for the same reason.

How long will it take?

We will try to resolve your problems immediately. However, if we have not been able to resolve your complaint within one week, we will write to tell you:

• Why we have not yet resolved your complaint
• Who is dealing with your complaint
• When we will contact you again

We will contact you regularly until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve. In any case, if we are unable to reach an agreement together within four weeks, we will:

• Send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution; or
• Issue you our final response letter which will explain our final position

You will also receive contact details for the FCDRS to whom you can then refer the matter.

If you are unhappy with the way your complaint is dealt with

Our aim is to resolve your complaint to your complete satisfaction as soon as possible. If you are not satisfied, you can ask for your complaint to be reviewed at a higher level. The response of our Chief Executive Officer is the highest level to which we can internally escalate your problem.

The Financial Co-Operative Dispute Resolution Scheme (FCDRS)

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 four weeks of the initial complaint, you may refer your complaint to the Ombudsman.

The FCDRS 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 the FCDRS please visit the FCRDS website.