Terms of service

We are committed to fostering strong, lasting relationships with our valued customers. By actively listening to your feedback, we can not only address your immediate concerns but also continually enhance our products and services.

We understand that you may want to share positive feedback on our successes or express dissatisfaction when we fall short of your expectations.

Compliments
Our team is always thrilled to hear when they have made your experience enjoyable and successful. If one of our representatives has provided you with exceptional service, please let us know using the contact details below. We would love to recognize their efforts through this feedback.

Concerns
If you feel that our service has not met your expectations, we encourage you to share your concerns. We have a straightforward process in place to ensure your feedback is addressed quickly and fairly. You can reach us through any of the following methods:

Phone: 1300 461 111

Address: Unit 4/17-19 Gould Street, Strathfield South, NSW, 2136

Email: admin@finstride.com.au

When contacting us via mail or email, please include as much detail as possible regarding your complaint.

Need an Update on Your Complaint
If you’ve submitted a complaint, feel free to reach out for an update at any time. Please reference your previous communication so we can assist you effectively.

Resolution
We aim to resolve your complaint immediately. If that isn’t possible, we will acknowledge your complaint in writing within 5 days. We are committed to treating you fairly and resolving your issue as quickly as possible. If we are still investigating after 45 days, we will inform you of the reason and provide an estimated completion date. Once our investigation is complete, we will communicate the outcome and the rationale behind our decision.

Taking It Further
We hope you are satisfied with how we handle your complaint. If your concerns remain unresolved or if you haven’t heard from us within 45 days, you can escalate the matter to an independent party, the Credit and Investments Ombudsman (CIO). You can reach them at:

Phone: 1800 138 422 (local call cost)

Address: Credit and Investments Ombudsman, PO Box A252, Sydney South NSW 1235

Website: www.cio.org.au