Frequently Asked Questions

Lion Finance is part of the Collection House Group. It is a debt purchaser and it is the company that deals with debts that have been purchased from other Credit Providers (Banks/Money Lenders).
Collection House will submit your request for a repayment arrangement to our client for approval, where it is outside of our delegated authority..
Lion Finance will consider all reasonable repayment proposals as a viable option for you to pay your account.
We offer a range of payment methods. For further information, please CLICK HERE >>
We are committed to maintaining high standards of compliance and ethical standards. Our training team plays a pivotal part in the training process from induction training to specific legal and regulatory training.

The group have dedicated performance coaches who are focused on ensuring staff have adequate training and support while a dedicated Quality Team are in place to monitor staff performance and ensure compliance with the ASIC and ACCC Guidelines.

Staff are also required to complete regular refresher training.

We will help you keep in touch with your account so that, when you have the financial ability, you can retake control and organise payment.

We are also happy to provide you with contacts, such as free community based financial counsellors, who will work with you and provide advice and solutions on how to manage your accounts.

As we have a network of offices throughout Australia, and we operate during extended hours, when you call us, your Customer Service Officer may not always be available but another Customer Service Officer will be available who can assist you.
If you would prefer to discuss your account with your Customer Service Officer, you can always simply request that your Customer Service Officer returns your call.

If you prefer that your interaction with the Collection House Group is in writing, you can always send us an email at customerservice@collectionhouse.com.au advising us of your preference and we will respond to directly to your personal email address.

Protecting your privacy is a paramount obligation for us. When we make a request for your personal identification information, we are ensuring that we are only discussing your account with you.
Contact a Customer Service Officer and explain your situation so that we consider ways to assist you.
Part of maintaining your privacy is to ensure that your personal contact information that we hold is up to date, accurate and not misleading. Having your correct personal contact information allows us to inform you of important developments regarding your account or provide you with offers or solutions that would be to your advantage.
If you have received one of our letters, you can easily access your account and account balance via our customer portal.

You can access the portal now via this link: Manage Account >>

Alternatively, you can contact our Customer Service Team who can provide you with the balance.

If you know that you will not be able to keep up with your repayments, you should contact our Customer Service Team immediately so that we can find a suitable resolution.

Where you have already missed a repayment you should contact a member of our Customer Service Team who can assist you with options to get your arrangement back on track.

Urgently call us and we will try to assist you avoid a dishonor fee on your account and with your financial institution.
We need the customer to either call or confirm in writing that you have authority to act on their behalf.
If providing written authority please make sure that it contains the following information:
• The account reference number
• The customer’s full name and date of birth
• The customer’s address
• Your full name and date of birth (for identification purposes), and
• A statement confirming that we can discuss the customer’s personal account information with you.
You can call us and provide the details of your authorised representative over the phone or send written confirmation that you have provided authority for the third party to act on your behalf.
If providing written authority please make sure that it contains the following information:
• The account reference number
• Your full name, address and date of birth (for identification purposes)
• If your representative is a friend or relative, their full name and date of birth
• If your representative is an organisation, the name of organisation and the name of your contact, and
• A statement confirming that we can discuss your personal account information with your authorised representative.
If you would like to change your payment method to a direct debit you can call CSO and arrange it over the phone or via the Customer Portal.
Alternatively If you would like to cancel an existing direct debit and pay by another method you can call a CSO and arrange it over the phone or via the Customer Portal.
Cancel your B-Pay payments.

We will send you a letter confirming that your account has been finalised but, if you do not receive this letter, please feel free to contact one of our Customer Service Officers.

If a credit listing has been reported, we will arrange for the credit listing to be updated to record that the credit listing has been paid or settled.

Urgently contact the solicitors who represent Collection House Group

All served legal documents will contain a section “Notice to the Defendant”. This section contains important information about the legal process and your available options by law.

We recommend that you call the solicitors who represent Collection House Group for urgent assistance.
When you speak to a CSO you can ask for a call back to be scheduled for a time that is appropriate for you.
Contact one of our Customer Service Officers who will ensure that your complaint is dealt with promptly. If necessary, the Customer Service Officer will have your matter transferred to a specialty team. Or fill in our online customer complaint form HERE >>
If your questions have not been answered please CLICK HERE to contact us.