Thatcher Finance Internal Dispute Resolution Process

Lead Out Financial Pty Ltd (ACN 604 106 916) trading as Thatcher Finance offers a free internal dispute resolution process. We are a member of the Mortgage and Finance Association of Australia (MFAA) and comply with its internal dispute resolution procedures, as set out in its Code of Practice. We are a member of the Credit and Investment Ombudsman Service (M0028964).

Customers will be assigned to an intermediary who is trained and authorised to listen to complaints and disputes and can respond appropriately.

Receiving Complaints

Thatcher Finance takes your complaints seriously. Complaints can be lodged by contacting Thatcher Finance 1300 76 40 30 or via email at info@tfco.com.au

If lodging your complaint by email, please explain your complaint clearly and provide your contact details (email and phone number) so that we can resolve the complaint or escalate the matter as quickly as possible.

Thatcher Finance complaint resolution principles

  • We appreciate that your time is valuable and we will attempt to facilitate the process with minimal face-to-face contact.

  • We will make every effort to resolve your complaint promptly, and expect that you will do the same. This includes:

  • Providing all relevant information, including documentation and any other relevant material.

  • Complying with all reasonable requests to provide information within a reasonable timeframe.

In the event our internal resolution process does not provide a satisfactory outcome, you may have recourse to an external dispute resolution scheme.

External Dispute Resolution Scheme

Thatcher Finance offers external dispute resolution scheme as a free service if your dispute cannot be resolved to your satisfaction via our internal dispute resolution process.

From November 1, 2018 if an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)1
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001