If you are not happy with any aspect of our service, we encourage you to get in touch so we can help resolve your issue. It is our priority to resolve your complaint on the spot.

If we cannot provide a resolution for you within 24 hours, we will document your dispute and one of our Internal Dispute Resolution Officers will be in touch.

Breezy Loan provide easily accessible, free internal and external dispute resolution services for all our customers.

What is a dispute?

A dispute is arising when you are dissatisfied with the response, we give you, or any aspect of the products and services we provide.

How do I resolve a dispute?

Contact our Internal Dispute Resolution team in writing detailing your dispute. To ensure the fastest possible turnaround times, please provide us with as much information as possible.

How do I get in touch with the Internal Dispute Resolution Team?

Contact the IDR Officer with the details of your dispute. We prefer this to be done in writing via email or on our website. However, if it’s easier for you, you are welcome to contact us via phone, fax or mail.

Contact details below to get in touch:

IDR Officer
Breezy Loan
Phone: 0457 857 029
info@breezyloan.com.au

We will notify you in writing within 2 days of receiving your dispute. Your IDR officer will also notify you regarding the outcome of your dispute and the reasons for this outcome.

If for any reason, you are unhappy with the outcome, you can access our free External Dispute Resolution (EDR) scheme.

You are under no obligation to pursue disputes with Breezy Loan using their internal dispute resolution procedures. You are entitled to commence legal proceedings whilst accessing our internal dispute resolution procedure.

You do not waive any of your legal rights under the law or contracts between yourself and Breezy Loan by using our IDR procedure. Contracts include but are not limited to terms and conditions of account(s), guarantees and loan contracts.

External Dispute Resolution is a free service which has been established by the finance industry to provide an independent external body to resolve specific complaints.

External Dispute Resolution requirements.

Firstly, you need to attempt to resolve your complaint with us via our IDR service.

You may contact our external dispute resolution scheme if:

• Your complaint is unresolved after seeking internal resolution; or
• If you need legal advice.

The Australian Financial Complaints Authority (AFCA) will take the following factors into account when they assess your dispute:

• Legal principles
• Industry codes
• Industry best practice

Relevant determinations of previous similar cases in the past.

You can contact the AFCA using their contact details are below:

Australian Financial Complaints Authority Ltd (AFCA)
GPO Box 3
Melbourne, VIC 3001
Phone: 1800 931 678 (9am to 5pm AEST)
Email: info@afca.org.au
Fax: (03) 9613 6399
Website: www.afca.org.au
Online complaint form click here

If you need more information regarding AFCA and their Terms of Reference visit their office or website.

What if I have questions or need more information?

If you need more information about the services offered by Breezy Loan or this guide, please contact us using the details below:

Breezy Loan
Phone: 0457 857 029
info@breezyloan.com.au