Complaints

If you’re not completely happy with our service, we’d like to hear about it — that way, we can do something to put it right.

At Castle Asset Finance, we strive to deliver exemplary service to all our clients. Despite our efforts, there are occasions when we may not meet these high standards on the first attempt. We see this as a chance to improve, and we urge you to share any grievances you may have so we can address them promptly.

Our commitment to you includes:

  • Simplifying the process for you to express your concerns

  • Allocating the necessary attention to your complaint

  • Ensuring a just and swift resolution to your issue

  • Achieving your satisfaction with the resolution process

Lodging a Complaint

Should you wish to lodge a complaint, you can:

  • Reach out to us via phone at (02) 4056 1287. Our team is available from 9 am to 5 pm, Monday through Friday, excluding Australian public and bank holidays.

  • Send an email to hello@castlefinance.com.au

  • Post a letter to: The Complaints Department, Castle Asset Finance, Shop 1/199 Union St, The Junction NSW 2291

Response Timeframes

We will acknowledge your complaint within 24 hours (or the next business day) of receipt, or as soon as possible thereafter.

Should your complaint pertain to your online experience or our information services, we will respond within five business days to inform you of the actions taken to resolve the issue, or to acknowledge your complaint and provide a timeline for a detailed response. We will maintain communication with you until your complaint is resolved.

If your complaint is regarding your experience with Castle Asset Finance in our role as a credit broker, we will initiate an independent review immediately and aim to resolve most issues promptly and at the first point of contact. You will receive a formal written reply within 30 calendar days of us receiving your complaint.

Castle Asset Finance is a member of AFCA, and you have the option to escalate your complaint to them. Detailed instructions on how to proceed with AFCA can be found here.