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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:

  • Acknowledgment: Within 1 business day.
  • Response:
    • Within 21 calendar days for hardship or enforcement-related complaints.
    • Within 30 calendar days for all other complaints.
  • 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.

Dispute resolution FAQ

More FAQs

Important Information
This website provides general information only and does not take into account your personal circumstances. All loans are subject to eligibility criteria, responsible lending checks, and credit assessment under the National Consumer Credit Protection Act 2009. Approval is not guaranteed. If approved, we’ll give you full loan details, including fees, charges, and repayment amounts, before you decide.
There’s no obligation to proceed.
¹ Funds are usually transferred within 60 minutes of final approval during business hours, depending on PayID availability, NPP access, and your bank’s processing times.
² Applications received outside business hours, on weekends, or public holidays are reviewed on the next business day (Mon–Fri, 9am–5pm AEST).
³ Most applications take 5–10 minutes to complete, but timing may vary depending on your device and the information you provide.
Our loans are designed for short- to medium-term personal purposes and may not be suitable for ongoing expenses or long-term borrowing.
See our Target Market Determinations for suitability criteria. Your personal information is protected in accordance with our Privacy Policy.
Jingle Finance Pty Ltd trading as Jingle Loans®
Australian Credit Licence 388143.

Are you eligible to apply?

✅ I am 21 years or older

✅ I have not entered into bankruptcy

✅ I am willing to provide my Bank Statements online

✅ My income is not solely from Centrelink

Please note: Bank statements can only be submitted via our secure online service.