Making a complaint
We want you to have a positive experience with CarCoop. If something is not right, tell us. We aim to resolve every issue quickly and fairly.
How to contact us
How we handle your complaint
Our Internal Dispute Resolution (IDR) process.
We confirm we got it
Within 1 business day.
We work with you to fix it
At each level, we contact you within 2 business days with options or a plan. Not happy with the progress? Ask to go to the next level.
| Level | Who handles it | We contact you within |
|---|---|---|
| 1 | Account Manager | 2 business days |
| 2 | Team Leader | 2 business days |
| 3 | Head of Customer Care | 2 business days |
| 4 | Compliance Manager | 2 business days |
| 5 | CEO | Final decision |
Want to speak to a manager? Just ask.
You get our answer in writing
We aim to resolve it quickly and won't wait for the deadline. At the latest, within 30 days, or 21 days if it is about financial hardship, postponing payments or a default notice.
Still not resolved?
If your issue or complaint is not resolved through our Internal Dispute Resolution (IDR) process, we will confirm how you can raise it with the Australian Financial Complaints Authority (AFCA), a free and independent service.
Australian Financial Complaints Authority (AFCA)
AFCA is a free, independent service that resolves complaints about financial firms. If you contact AFCA before we have had the chance to fix your complaint, AFCA will usually refer it back to us first. The quickest way to get things sorted is to contact us first. You can still contact AFCA at any time. Time limits may apply.
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: GPO Box 3, Melbourne VIC 3001
Need help making a complaint?
- Need an interpreter? Call TIS National on 131 450 and ask them to call us.
- Deaf, or find it hard hearing or speaking? Contact us through the National Relay Service.
- Someone you trust, like a family member, friend or financial counsellor, can contact us for you with your permission.
- Free financial counselling: National Debt Helpline 1800 007 007.
Make a complaint online
Read our full Complaints Policy.
