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Alpha Finance / Legal

Complaints

If you have a complaint about your loan contract, credit guide, or any dealings with us, please contact us to resolve it promptly and efficiently.

How do I lodge a complaint?

When contacting us, please advise if you require an interpreter or have any special needs, or require assistance with lodging a complaint.

Initial resolution

Once your complaint is received, we will acknowledge it verbally and/or in writing and endeavour to investigate your complaint within five business days after the complaint is received.

What happens if my complaint is not resolved?

If your complaint is not resolved within five business days after it is received, the complaint will be referred to the Regional Manager for review and determination by the Compliance Manager.

When will I receive the outcome of my complaint?

Complaints will be addressed within 15 business days from receipt by Alpha Finance. Alpha Finance aims to settle all complaints fairly and promptly. Should your complaint not be resolved in your favour, you will be provided with details of the basis upon which Alpha Finance came to its decision and your rights regarding the decision.

What if I am not happy with the decision?

If your complaint has gone through the Alpha Finance complaints procedure and has not been resolved to your satisfaction, you have the right to take your complaint to an External Dispute Resolution (EDR) scheme. Alpha Finance is a member of the Australian Financial Complaints Authority (AFCA), an independent EDR scheme approved by the Australian Securities and Investments Commission. Our AFCA membership number is 43724.

AFCA can be contacted:

  • by free call on 1800 931 678 (9.00am to 5.00pm, Monday to Friday, Sydney time);
  • by email to info@afca.org.au;
  • by submitting your complaint online at www.afca.org.au; or
  • by writing to Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.

Last reviewed June 2026.

Alpha Car Finance Pty Ltd. ABN 93 151 835 040. Australian Credit Licence 411447.