The Australian Financial Complaints Authority (AFCA) is a non-government, independent body that provides a free and fair dispute resolution service for consumers who have a disagreement with a financial firm.

In the context of Vermont Finance, AFCA acts as an external safety net. If a client is ever unhappy with the service provided by Vermont and it cannot be resolved directly, the client has the right to escalate the matter to AFCA for an impartial review.

What does AFCA do for the Client?

AFCA provides a fair, impartial, and completely free service to resolve disputes between consumers and financial service providers. If a client ever feels that their interests have not been met, AFCA acts as an out-of-court alternative to the legal system, ensuring that your concerns are heard by an unbiased third party.

Key Benefits of our AFCA Membership:

• Impartiality: AFCA is not a government department or a regulator; it is a neutral body that looks at the facts of each case.
• Accessibility: Clients can lodge a complaint online or over the phone, making the process simple and stress-free.
• Binding Decisions: If a dispute cannot be resolved through mediation, AFCA has the power to make decisions that are binding on the financial firm, ensuring a definitive outcome.
• Consumer Advocacy: AFCA’s primary goal is to provide a balanced resolution, often resulting in outcomes that might be difficult for an individual to achieve alone when dealing with large institutions.

How the Process Works:

Should you have any concerns regarding the service provided by Vermont, the first step is always to contact Vermont Finance directly so we can resolve the matter immediately. If you are not satisfied with the internal resolution, you have the right to escalate your concern to AFCA. You can learn more about the complaint resolution process here.

AFCA Member Number: 120927

www.afca.org.au