Complaints

At Westside Auto Finance Pty Ltd (ACN 685 767 042, Authorised Representative No. 569012 under ACL 511803), we are committed to providing exceptional customer service. If you are unhappy with any part of our service, we encourage you to let us know so we can resolve the issue promptly and fairly.

How to Make a Complaint

Customers can lodge a complaint using any of the following methods:

Phone: 0410 121 025
Email: jaspal@westsideautofinance.com.au
Address: 18 Piddington Street, Redbank Plains QLD 4301

When making a complaint, please include:

Your full name

Contact details

Nature of the complaint

Any supporting documents or information

Our Internal Complaint Handling Process

Step 1 – Acknowledge the Complaint

We will acknowledge your complaint within 1 business day or as soon as practicable.

Step 2 – Review and Investigation

We will investigate your concerns by:

Reviewing your file and relevant documents

Speaking with the staff involved (if applicable)

Considering any supporting information provided

Step 3 – Provide an Outcome

We aim to resolve all complaints within 21 days, depending on complexity.
For more complex matters, we may require up to 45 days, and we will keep you informed of any delays.

You will receive a written response outlining:

The result of our investigation

The reasons for our decision

Any actions or remedies offered

If You Are Not Satisfied

If you are not satisfied with our response or how we handled your complaint, you have the right to escalate your concerns to our external dispute resolution body:

Australian Financial Complaints Authority (AFCA)

Website: www.afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001

AFCA is an independent, free service available to consumers to help resolve financial disputes.