Complaints Policy

How we handle complaints and feedback

At C1 Car Loans, we are committed to providing excellent service. However, we understand that sometimes things don't go as expected. If you have a complaint, we want to hear from you so we can resolve it promptly and fairly.

How to Make a Complaint

You can lodge a complaint by contacting us through any of the following methods. Making a complaint is free of charge.

Phone

1300 732 520

Monday - Friday, 8am - 4pm AEST

Email

info@c1finance.com.au

We'll acknowledge your complaint within 1 business day

Post

PO Box 7543
East Brisbane QLD 4169

Written complaints are welcome

Our Complaints Process

  1. 1

    Acknowledge

    We will acknowledge your complaint within 1 business day.

  2. 2

    Investigate

    We will thoroughly investigate your complaint.

  3. 3

    Respond

    We will respond within 21 calendar days for complaints involving default notices, hardship applications, or requests to postpone enforcement, and within 30 calendar days for all other complaints — or let you know if we need more time, including how to contact AFCA.

External Dispute Resolution

If you are not satisfied with our response, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA), free of charge:

Additional Information

  • Hardship: If your complaint is about hardship or postponing enforcement action, contact us on the phone number or email above and we will treat it as a priority. If you want to apply for hardship assistance rather than make a complaint, use our Financial Hardship page instead.
  • Accessibility: If you are deaf or have a hearing or speech impairment, you can reach us through the National Relay Service at no additional charge — call 133 677 (Talk to text) or 1300 555 727 (Speak to listen), or connect online, then ask for 1300 732 520.
  • Written response: If we resolve your complaint to your satisfaction within 5 business days of receiving it — or explain why we cannot take it further — we may not need to send a separate written response. We will always put it in writing if you ask us to, or if your complaint involves hardship.
  • Other formats: This policy is available in hard copy free of charge, and in another language, on request.