Complaints Policy

Disputes and Complaints


Complaints


If you have any questions, concerns or complaints about your GlamourPay instalment plan, please contact our Customer Service team on:


Email: [email protected]


We take all complaints seriously and will respond to your complaint within a reasonable period.


Timeline of complaints


We aim to resolve your complaint on the spot if we can. However, if that is not possible we will endeavour to: 


  • Acknowledge your complaint within 1 business day or as soon as practicable
  • Gather and evaluate information about your complaint. 
  • Provide you with an update and initial written response within 10 business days
  • Provide you with a formal written response within.
  • 30 days for general complaints. We aim to resolve earlier where possible.
  • 21 days for issues concerning hardship, default notices or postponement of enforcement proceedings (provided sufficient information has been provided to GlamourPay).


If we need more time to investigate and provide you with a response, we will let you know as soon as we can.


We may not provide you with an initial response or formal written response if your complaint is resolved to your satisfaction within 5 business days, or we have given you an appropriate explanation or apology and there are no further steps that we can take to address the complaint.


What you will need to share with GlamourPay


To help us investigate your complaint quickly and efficiently, we will ask you to provide the following information:


  • Your name and contact details.
  • The nature of the complaint.
  • Details of any steps you have already taken to resolve the complaint.
  • Any supporting documentation.

 

We may ask for further documentation from you to assist in resolving any complaints or disagreements. 


Please see external dispute resolution contacts for each region.

  • Australia - Australian Financial Complaints Authority(AFCA)
  • New Zealand - Financial Dispute Resolution Service (FDRS)
  • United Kingdom - Financial Ombudsman Service (FOS)


Australia

If you are not satisfied with our final decision, you can refer the matter to our external dispute resolution scheme - AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Phone: 1800 931 678 (free call)

Email: [email protected]

Website: www.afca.org.au

In writing to: Australian Financial Complaints Authority - GPO Box 3, Melbourne VIC 3001


New Zealand

If you are not satisfied with the outcome of your complaint after it has been through our internal disputes process above, you can contact the FDRS using the contact details listed below. 

Phone: 0508 337 337

Email: [email protected]

Website: fdrs.org.nz

 

United Kingdom

If you are not satisfied with the outcome of your complaint after it has been through our internal disputes process above, you can contact the FOS using the contact details listed below. 

Phone: 08000234567

Email: [email protected]

Website: financial-ombudsman.org.uk/