Lodging a Complaint

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Do you wish to make a complaint to Yuns Finance?

This guide has been prepared to assist customers with their complaint promptly and effectively.

“Yuns Finance” refers to Yuns Finance Pty Ltd, ABN 34 600 151 139, Australian Credit License 493767.

“IDR” refers to Internal Dispute Resolution.

“EDR” refers to External Dispute Resolution.

When responding to complaints, we will endeavor to address all Complaints in an equitable, objective and unbiased manner. We will avoid conflict of interests and give reasons for reaching a decision. Our decisions will aim to address all issues raised in the Complaint.

Who is eligible to use this service?

Yuns Finance’s retail customers.

How to make a complaint?

Complainants can lodge dispute with us in a number of different ways, for example by letter, telephone, facsimile or email:

Attention: Internal Dispute Resolution Officer

Yuns Finance Pty Ltd

Suite 804, 97-99 Bathurst Street

Sydney NSW 2000

Telephone: 02 9283 9730

Facsimile: 02 9264 1083

Email: admin@yunsfinance.com.au

What happens after Complainants lodge their disputes?

Within 1 business day or as soon as practical of the Complainant lodging the Dispute, our IDR Officer will contact Complainants to acknowledge that we have received the Complainant’s Dispute and advise that Complainant’s Dispute will be handled by us within 30 business days. We will also provide Complainants with a brief summary of our IDR Procedure including case reference number.

What happens after Yuns Finance have considered a Complainant’s dispute?

Our IDR Officer will provide Complainants with a written response to Complainants’ Dispute within 15 business days including any findings and reasons for the decision.

This should normally be no longer than 15 business days and would only require longer time in rare circumstances for a lengthy investigation and/or involving a high degree of complexity.

What if a Complainant is unsatisfied with the IDR resolution of their dispute?

If Complainants have a Complaint which remains unresolved after the IDR process then Complainants can contact our EDR scheme (AFCA) or obtain legal advice.

Australian Financial Complaints Authority (AFCA)

Yuns Finance is a current member of AFCA, member number: 493767. Their contact details are as follows:

Australian Financial Complaints Authority

GPO Box 3, Melbourne, Victoria, 3001

Telephone No: 1800 931 678

Email: info@afca.org.au

Website: https://www.afca.org.au/

You may contact us by:

Telephone: 02 9283 9730

Facsimile: 02 9264 1083

Mail: Suite 804, 97-99 Bathurst Street, Sydney NSW 2000

Email: admin@yunsfinance.com.au

Website: https://www.yunsfinance.com.au

This guide is effective from 5 October 2021 and applies to complaints received by Yuns Finance Pty Ltd from 5 October 2021.