Complaints Policy

At Willowtree Finance, we prioritise building strong and lasting relationships with our valued clients. Your feedback is invaluable as it helps us address any immediate concerns and continuously improve our products and services.

We understand that there maybe times when you wish to commend us for a job well done, and other times when we may not have met your expectations. Whatever the case, we encourage you to share your experience with us.

Concerns

If, for any reason, you feel that the service you have received from Willowtree Finance has not met the highest standard of care, we encourage you to reach out to us. We have implemented a straightforward process to ensure your concerns are addressed promptly and fairly.

You can contact us using any of the following methods:

QED Credit Services Pty Ltd
31 Ardentallen Road
Enoggera QLD 4051
Email: complaints@willowtreefinance.com.au

When contacting us by mail or email, please provide as much detail as possible about your concern to help us investigate effectively.

Need an Update on Your Complaint?

If you have already lodged a complaint, you can contact us anytime for an update. Please use any of the methods listed above and reference your previous communication to ensure we can respond efficiently.

Resolution

We aim to resolve your concerns on the spot whenever possible. If this is not feasible, we will acknowledge your complaint within 24 hours of receipt. Our team is committed to treating your case fairly and working towards a resolution as quickly as possible.

In the rare instance that your complaint requires further investigation and exceeds 30 days, we will notify you with an update and provide an expected resolution time frame.

Once our investigation is complete, we will communicate the outcome and the reasoning behind our decision.

Taking It Further

We are confident that our team will handle your concerns to your satisfaction. However, if you feel your issue remains unresolved or you have not received a response within 30 days, you can escalate your complaint to an independent authority:

Australian Financial Complaints Authority (AFCA)
Phone: 1300 56 55 62 (local call cost) or 03 9613 6399
Address: GPO Box 3, Melbourne VIC 3001
Website: www.afca.org.au