Customer Complaints & Disputes Process

We pride ourselves on our ethical conduct and resolve to find the right answers and resolutions for our customers.
If you have a question about your account or concerns in relation to how it is being managed we encourage you to make contact with us by using the Complaints / Disputes form on this page or by using the steps below.

Step One

Contact the Customer Service Officer managing your account.

Step Two

You are entitled to respectful and professional treatment by our staff. If you are not satisfied with our staff’s conduct, please contact our Resolutions Team.

Collection House Resolutions Team

FREECALL 1800 17 33 55
Fax: +61 7 3831 6655
Postal Address: PO Box 2247. Fortitude Valley BC 4006, Australia

Step Three

In circumstances where you remain dissatisfied with the complaint response provided by Collection House Group’s internal disputes resolution process, you are entitled to:

Raise the complaint to a higher level within the management structure of Collection House Group, by contacting the Resolutions Team and asking for a review; or

Lodge a complaint with the External Dispute Resolution (EDR) Scheme relevant to the subsidiary company to which your complaint relates:

Lion Finance Pty Ltd & Cashflow Financial Advantage

Credit Ombudsman Service Limited (COSL). You can contact COSL on:
Phone: 1800 138 422
Postal Address: PO Box A252. South Sydney NSW 1235

Collection House Limited & Midstate Credit Collect Pty Ltd

Financial Ombudsman Service Limited (FOS).
You can contact FOS on:
Phone: 1300 78 08 08
Postal Address: GPO Box 3. Melbourne VIC 3000