4 Square Finance

Do you have a complaint?

4 Square Finance is committed to providing a high standard of service. We recognise that concerns and complaints can arise, even where appropriate care has been taken.

If you are dissatisfied with our services, products, staff, representatives or the way we have handled a previous complaint, please tell us. We value the opportunity to understand the issue, investigate what occurred and work towards an appropriate resolution.

You do not need to use the words “complaint” or “dispute” for us to treat your concerns as a complaint.

How to make a complaint

A complaint may be made verbally or in writing. You are not required to complete a particular form or put your complaint in writing before we will consider it.

You may contact our Complaints Officer using the following details:

4 Square Finance

Australian Credit Representative No. 511118

Authorised under IFBA Pty Ltd

Australian Credit Licence No. 391682

Address: Suite 113, Level 3, 30–34 Charles Street, South Perth WA 6151

Email: admin@4sq.com.au

As 4 Square Finance acts as an authorised credit representative of IFBA Pty Ltd, a complaint concerning credit activities may also be referred to, or handled in conjunction with, IFBA Pty Ltd under its internal dispute resolution procedures.

You may lodge the complaint with us in the first instance and we will coordinate any referral that is required.

Information that may help us

Although it is not mandatory, providing the following information may help us investigate and resolve your complaint more efficiently:

your name and contact details;
a description of what occurred;
the dates of relevant events;
the names of any people involved;
copies of relevant correspondence, contracts or supporting documents;
the questions you would like answered; and
the outcome or resolution you are seeking.

We may contact you to clarify the issues or request further information. A lack of supporting documentation will not, by itself, prevent us from accepting your complaint.

What happens after a complaint is received?

We will acknowledge your complaint promptly and assess the issues raised.

Depending on the nature of the complaint, we may:

Seek further information

We may ask you or another relevant person or organisation for additional information or documentation needed to understand and investigate the complaint.

Discuss possible resolutions

We may discuss possible outcomes with you. You are encouraged to tell us what you believe would resolve the matter.

Investigate the circumstances

We may review relevant files, communications, documents, systems and procedures and speak with employees, representatives, financiers, suppliers or other organisations involved in the matter.

Consider employee or representative conduct

Where a complaint concerns the conduct of an employee or representative, we may raise the matter with that person and obtain their response. We will manage the process fairly and in accordance with applicable privacy and employment obligations.

Determine an outcome

If the complaint is substantiated, we will explain our findings and take appropriate steps to address the matter. Depending on the circumstances, this may include correcting an error, providing an explanation or apology, taking remedial action, reviewing internal processes or implementing measures intended to prevent the issue from recurring.

If the complaint is not substantiated, cannot be resolved or cannot be resolved to your satisfaction, we will explain our position and advise you of any available external dispute resolution options.

How long will the process take?

We will try to resolve your complaint as quickly as reasonably possible. Many complaints can be resolved during the initial contact or shortly afterwards.

For standard complaints, we will generally provide a written internal dispute resolution response no later than 30 calendar days after receiving the complaint.

Different timeframes may apply to certain types of credit-related complaints, including complaints involving default notices, hardship notices or requests to postpone enforcement proceedings.

A formal written response may not be required where a complaint is resolved to your satisfaction within five business days, unless:

you request a written response;
the matter is one for which a written response is legally required; or
another applicable requirement provides otherwise.
If we cannot provide a final response within the applicable timeframe because the complaint is particularly complex or because circumstances beyond our reasonable control are causing delay, we will provide a written delay notification before the timeframe expires. That notification will explain:
why the response has been delayed;
your right to refer the complaint to the Australian Financial Complaints Authority; and
how to contact the Australian Financial Complaints Authority.

Our written response

Where a written internal dispute resolution response is required, it will set out:

the final outcome of the complaint;
the reasons for our decision;
our findings on material questions of fact;
the information relied upon where appropriate;
any remedy or action that we propose to take; and
your right to refer the matter to the Australian Financial Complaints Authority if you remain dissatisfied.

What if the complaint is not resolved?

If you are dissatisfied with our response, or we have not provided a response within the applicable timeframe, you may lodge a complaint with the Australian Financial Complaints Authority.

The Australian Financial Complaints Authority provides a free and independent external dispute resolution service for eligible consumers and small businesses.

Australian Financial Complaints Authority

Phone: 1800 931 678

Email: info@afca.org.au

Postal address: GPO Box 3, Melbourne VIC 3001

You may also access information and lodge a complaint through the Australian Financial Complaints Authority’s website.

Anonymous complaints

You may raise an issue anonymously. We will record and consider the information provided and, where reasonably possible, assess whether any action should be taken.

However, our ability to investigate, seek further information, provide a response or resolve the complaint may be limited if we cannot identify or contact you.

Accessibility and representatives

You may authorise another person to make or manage a complaint on your behalf, including a family member, friend, financial counsellor, legal representative or other support person.

We will take reasonable steps to accommodate customers who require assistance to make a complaint, including customers experiencing language, accessibility, health or financial-vulnerability issues.