Complaints & Dispute Resolution
At Jingle, we aim to resolve issues quickly and fairly. If you’re unhappy with our service or how we’ve handled your loan, you have the right to make a complaint.
If you’re not satisfied with the outcome, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA) — a free, independent service whose decisions are binding on us, but not on you.
Complaints & Dispute Resolution
At Jingle, we aim to resolve issues quickly and fairly. If you’re unhappy with our service or how we’ve handled your loan, you have the right to make a complaint.
If you’re not satisfied with the outcome, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA) — a free, independent service whose decisions are binding on us, but not on you.
What is AFCA?
The Australian Financial Complaints Authority (AFCA) is the free, independent dispute resolution scheme for financial services in Australia. AFCA is:
- Independent – separate from Jingle and other financial providers.
- Free – there is no cost to you.
- Fair – they review complaints impartially.
- Binding on us – their decisions are binding on Jingle, but not on you.
When can I make a complaint?
You can complain at any time if you’re unhappy with our service or how we’ve handled your loan. We’ll always try to resolve issues quickly and fairly.
Step 1: Complain to Jingle first
AFCA requires that you first give us the chance to resolve your complaint.
- Email: complaints@jingle.com.au
- Phone: 1300 654 230
- Mail: Jingle Finance Pty Ltd, PO Box 677, Templestowe VIC 3106, Australia
What to include:
- Your loan number and contact details.
- A clear description of your complaint.
- What you believe went wrong and the outcome you want.
- Any supporting documents.
Our timelines:
We will acknowledge your complaint within 1 business day of receiving it, or as soon as practicable, unless it has already been resolved on the spot.
Response:
- Standard complaints: within 10 business days, and no later than 30 calendar days of receiving the complaint
- Default-related complaints: within 21 calendar days of receiving the complaint
- Hardship related complaints: within 21 calendar days of receiving the complaint (exceptions apply if we do not have sufficient information to make a decision, or if we reach an agreement with you)
If more time is needed, we’ll explain why and keep you updated.
Step 2: Escalate to AFCA (if needed)
You can contact AFCA if:
- You’re not satisfied with our response.
- We don’t respond within the required timeframe.
- We refuse to consider your complaint.
- You’d like an independent review.
AFCA contact details:
- Phone: 1800 931 678 (free call)
- Email: info@afca.org.au
- Online: www.afca.org.au
- Mail: GPO Box 3, Melbourne VIC 3001
Free support services
National Debt Helpline: 1800 007 007 – free, confidential financial counselling and advocacy.
Your legal rights
Your right to complain is protected by the National Consumer Credit Protection Act 2009 and AFCA’s governing rules. If you’re not satisfied, you have the power to escalate.
