Dispute Resolution

At Norton Road Finance, we work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we can also improve on our product and services by doing so. If we have not met your expectations, we have a process that we believe makes it easy for you to  tell us of your concerns, and for them to be addressed quickly and fairly as reasonably possible.

You can contact us by whichever of the following means best suits you:

Email: privacy@nortonroadfinance.com.au

Phone: 1300 884 897

Write to: Complaints Officer , 5 Marina Court, Hope Island, Qld, 4212

What should I do?

Get in touch to let us know about your complaint and how you would like it resolved.

  • Supply your name and contact details

  • Provide details of your complaint being as specific as possible with broker name, dates and times, records, documents, written statements  and/or any relevant information to allow us to fully consider and assess it

  • When we receive a complaint, we will attempt to resolve it promptly

  • We may request additional information from you to help us 

What next? 

Upon receipt of your complaint: 

  •  Within 24 hours we will acknowledge your complaint, give you a reference number and the name and contact details of the person who will handle the complaint.

  • We will try to deal with your complaint immediately  or within days 

  • If we cannot resolve your complaint within days of receipt we will strive to resolve your complaint at the earliest opportunity , and within 30 days

  •       We will strive to assess your complaint fairly, objectively and without bias 

  • You will be  informed of our decision and we will provide reasons for it

  • If you are dissatisfied with our decision or we have not resolved your complaint within 30 days we will provide you with details about how you can seek an external review of the complaint.

Your complaint can be heard by an independent ASIC approved external dispute resolution (EDR) ombudsman:

The  independent arbitrator is the Australian Financial Complaints Authority(AFCA) who provides a free and independent disputes resolution service. 

Our Membership No:89361

Contact details for AFCA are:

Phone: 1800 931 678

Email: info@afca.org.au

Post: GPO Box 3, Melbourne VIC 3001

Website: www.afca.org.au