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Complaints & dispute resolution

At Finkey, we aim to provide excellent service. If something isn't right, we want to hear from you. This page explains how to raise a concern, what to expect and who can help resolve your issue.

We’re here to help

We understand that issues can arise. Whether it’s about your finance application, loan servicing, payments or anything else related to Finkey’s services, we encourage you to contact us so we can work toward a solution quickly and fairly.

  • Prompt responses
  • Fair resolution
  • Clear communication

How to make a complaint

Contact us directly:

What to include:

  • Your name and contact details
  • Your customer or application reference
  • What happened and when
  • What outcome you're hoping for

Not satisfied with our response?

You can escalate your complaint to the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution scheme:

If your concern relates to hardship assistance, see our Hardship page for dedicated support and BNPL Code escalation options.