Dispute Resolution and Complaints

At Chess Lending, we are committed to providing a high standard of service. However, we understand there may be times where you are not satisfied. If this occurs, please let us know so we can work towards a prompt, fair and practical resolution.

Complaints can be made verbally or in writing. We will handle your complaint fairly, respectfully and efficiently through our internal dispute resolution process.

1. Making a Complaint

To help us review your complaint properly, please provide the details of your concern, including your contact details, what happened, the outcome you are seeking and any relevant documents or information.

2. Our Internal Complaints Process

Once we receive your complaint, we will review the matter through our internal dispute resolution process. We may contact you to request further information if required so we can properly assess and respond to your complaint.

We aim to resolve complaints as quickly as possible. If your complaint cannot be resolved immediately, we will provide a response within the required timeframe.

3. If Your Complaint Is Not Resolved

We hope that you will be satisfied with how your complaint is handled. However, if your concerns remain unresolved, or you have not received a response within 30 days, you may be able to lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA is an independent external dispute resolution scheme for financial services and credit complaints.

Time limits may apply when lodging a complaint with AFCA, so you should act promptly or consult the AFCA website to find out whether a time limit applies to your circumstances.