Lodging a dispute or complaint
At Pioneer Credit, we pride ourselves on providing our customers with fantastic service.
If you feel like we have ever fallen short of this commitment we would certainly like to know about it, and will strive to win back your trust.
Should you wish to make a complaint regarding Pioneer Credit you should in the first instance ask to speak with a Pioneer Credit Team Leader by calling 1300 720 823. Any member of the Pioneer Credit team will transfer your telephone call to their Team Leader at your request.
In the event that a Team Leader is unable to address your concerns adequately over the phone you may request a formal review of your complaint via our Internal Dispute Resolution process. If you would like this to occur it is helpful to put your complaint in writing to us.
You can lodge your written complaint directly through the form below or by using the following contact details:
What happens when you make a complaint?
Our unwavering objective when we receive a complaint is to resolve it in a satisfactory manner internally and as quickly as possible.
Step 1: Our Compliance team will address your concerns by investigating the full circumstances surrounding the complaint. We will directly review and address the complaint and will respond to you as soon as possible. A typical turnaround time for a full investigation and response is somewhere between 21-45 days but we will respond sooner wherever possible.
Step 2: If after receiving our response, you feel your complaint requires further action, the matter will be escalated for additional assessment. Again we will respond to you with our findings as quickly as the individual circumstances of the matter allow.
What happens if you are still dissatisfied with Pioneer Credit’s Complaints Procedure?
Step 3: In the unlikely event that your complaint cannot be resolved directly with Pioneer Credit you have the option of submitting your complaint to our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).
Australian Financial Complaints Authority:
Telephone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Having trouble submitting your enquiry?
Please contact our Compliance team directly using the following details.
Fax: 1300 732 032
Post: PO Box 5673, Perth WA 6831