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Dispute Resolution

Please help us to continually improve our service to you.

We have a reputation for customer service excellence and operate our business with integrity and fairness. Cash at Call prides itself on meeting and exceeding client expectations but recognises that sometimes, no matter how hard we try, things don't go as well as they should and problems arise. If this happens to you, please let us know so we can work together to fix the problem promptly.

Please talk to us first

Once we are aware of your concern, our staff are trained to take the appropriate steps to address your concern straight away. If the staff member is not able to resolve the matter directly, it will be referred to our Resolution Manager. Our Resolution Manager will investigate the issue and take all reasonable steps to resolve the matter with you promptly and efficiently.

How to make your complaint

Contact the Cash at Call Customer Resolutions team:

c/ Resolution Manager

PO Box 1771
Potts Point 1335
Phone: 1300 726 787 (Australia)
Email: disputeresolution@cashatcall.com.au

What process does Cash at Call follow to resolve my complaint?

We will acknowledge receipt of your complaint immediately and our initial assessment will be complete within three (3) business days. Cash at Call has up to 45 days to respond to your complaint under the Internal Dispute Resolution Policy, however we will endeavour to provide our final response within five (5) business days. Cash at Call will maintain regular contact with you by phone and or email to let you know:

  • Who is dealing with your complaint
  • When we will contact you again
  • The status of your complaint during our investigation and how it is progressing
  • Any further information needed to help our assessment of your complaint

Cash at Call rarely receives complaints and almost always the matter is satisfactorily resolved within days using our proven Internal Dispute Resolution Policy. As a further assurance of the commitment Cash at Call has to delivering customer satisfaction we are also a member of an External Dispute Resolution Scheme.

 
Cash at Call is an Australian Securities and Investment Commission (ASIC) licensed Credit Assistance Provider and acts in compliance of the National Consumer Credit Code 2010 (NCCC).
Cash at Call is a member of the Financiers Association of Australia (FAA) the pre-eminent body of the micro lending industry.
Cash at Call or its affiliates do not broker or provide SACC loans.
This is a web site operated by The Personal Loan Store Pty Ltd ACN 131 962 813 ACL 390414 trading as Cash at Call under the domain name www.cashatcall.com.au. 53 Berry Street NORTH SYDNEY NSW 2060.
All correspondence to: PO Box 1207 MANLY NSW 1655.