Dispute Resolution Policy
Cash In A Flash is committed to a fair and prompt resolution of any disputes or complaints.
Please let us know any concerns you may have promptly because a conversation on the telephone means Cash In A Flash can learn how to serve you better and continually improve our customer service.
Often complaints are misunderstandings that can be resolved during a telephone conversation. It is recommended that you initially make contact our branch. If you feel the issue is not being resolved satisfactorily you can:
• Email the Complaints Contact Person at firstname.lastname@example.org
• Fax the Complaints Contact Person a letter to 08 8258 7714
• Send the Complaints Contact Person a letter to our postal address: Shop 4/68 John Street, Salisbury SA 5108
If you have chosen to email, fax or write to us with a complaint, you will receive an
acknowledgement so you will know that we have received your complaint. The Complaints Contact Person will assist you with handling the complaint and will advise if any further information is needed. The Complaints Contact Person will liaise with managers and staff at Cash In A Flash to find answers for you and if appropriate determine a fair remedy. You will be informed of the decision and the reasons for that decision.
If you are not satisfied with the result of your complaint, and it relates to a credit product, you may wish to contact the Financial Ombudsman Service Limited.
Unless there are exceptional circumstances, we will in all instances respond to your complaint with-in 2 days of receipt of the initial complaint.
If we are unable to resolve the complaint within 2 days from the initial complaint we will:
• Inform you of the reasons for the delay;
• Specify a date when a decision can be reasonably expected; and
• Notify you of your right to contact the Financial Ombudsman Service Limited.
• All complaints will be processed at no charge to you.
Financial Ombudsman Service Limited may be contacted using the following details:
PH: 1300 78 08 08
Fax: 03 9613 6399
Financial Ombudsman Service Limited
GPO Box 3
Melbourne VIC 3001
9am - 5pm Melbourne time weekdays