Dispute Resolution

DISPUTE RESOLUTION POLICY

CashPal (“we”/”us”/”our”) is a trading name of Simple Finance Group Pty Ltd (ABN 70 626 186 418) and holder of Australian Credit License 509422.

CashPal is committed to providing the highest level of customer care and ensuring you are fully satisfied with the referral services we offer. If there is an instance where you feel we have not honoured this commitment and you would like to make a complaint, we will endeavour to resolve the matter in a genuine and fair manner.

CONTACT THE PROVIDER WE REFERRED YOU TO

CashPal provides a referral service to put you in touch with credit providers, credit brokers and other referrers. If you have a complaint regarding the credit provider, credit broker or referrer you have been referred to, you should contact them directly.

DISPUTE RESOLUTION PROCEDURE

Should you have a complaint regarding our referral service, you may raise your complaint with our complaints officer, who can be contacted at:

Email: hello@cashpal.com.au

In your communication to our complaints officer, please provide clear details of your dispute and your return contact details. The complaints officer will investigate the matter and provide you with a final response within 21 days.

If you are unhappy with the response you receive, you may contact an external dispute you can refer it to our External Dispute Resolution Scheme. We are a member of the Australian Financial Complaints Authority. They may be contacted at:

Australian Financial Complaints Authority

Phone: 1800 931 678
Fax: 02 9273 8440
Mail: Mail – GPO Box 3, Melbourne, VIC 3001
Email: info@afca.com.au
Website: https://www.afca.org.au/

OUR COMMITMENT TO YOU

As a part of our commitment to providing the best possible service to you, all complaints will be dealt with in a professional and just manner. You will not be charged for using any of the services mentioned in this policy. If you feel we have not addressed your complaint in a satisfactory manner, we encourage you to bring this to our attention