Complaints and dispute resolution
If something has gone wrong, we want to hear about it. This page explains how to raise a complaint, who handles it, and what happens next.
Oakwood Finance Pty Ltd is a Credit Representative (Credit Representative Number 561236) of Finsure Finance & Insurance Pty Ltd, Australian Credit Licence 384704. Complaints about credit assistance we have provided are handled under Finsure’s internal dispute resolution process.
Step 1 – Talk to us first
Most concerns are resolved quickly once we understand them. You can contact us by whichever method suits you best:
Email: hello@
Phone: 1300 73 75 76
Please tell us what happened, when it happened, and what outcome you are looking for. If you have documents or earlier correspondence, please include them.
Step 2 – Finsure’s internal dispute resolution process
If you would rather raise the matter directly with the licensee, or you are not satisfied with our response, you can contact Finsure’s Complaints Officer:
Email: complaints@
Phone: 1300 346 787 (Option 3)
Mail: Complaints Officer, Finsure Finance and Insurance Pty Ltd, Level 27, 10 Carrington Street, Sydney NSW 2000
If you contact them by mail or email, please provide as much detail as possible about your complaint. You can ask for an update at any time using the details above – please refer to your earlier communication so the matter can be found quickly.
How long it takes
Your complaint will be acknowledged within one business day, and an attempt will be made to resolve it within five business days. If it cannot be resolved in that time, the investigation will be completed and you will receive a written response setting out the outcome and the reasons for the decision within 30 days.
Step 3 – The Australian Financial Complaints Authority
If you are not satisfied with the response once you have been through the internal complaints process, you can take the matter to the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent external dispute resolution service.
Website: afca.org.au
Email: info@
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits apply to complaints lodged with AFCA. Contact AFCA or visit their website to check whether a time limit applies to yours.