Complaints, Compliments & Concerns
YML Finance is committed to providing you with the highest standard of service. If something has gone wrong, we want to hear about it — and we are committed to resolving your concern promptly and fairly. This page explains how to raise a complaint, what to expect, and what to do if you remain unsatisfied.
⚖️ Your rights: You have the right to complain about any aspect of our credit assistance service. Your complaint will be taken seriously, investigated thoroughly, and responded to within the required timeframes — at no cost to you.
Step 1 — Contact Us Directly
We ask that you contact us first so we can attempt to resolve your concern as quickly as possible. Most concerns can be resolved at this stage.
| Contact Method | Details |
|---|---|
| Phone | 02 8383 4466 | 0425 228 882 |
| complaints@ymlgroup.com.au | |
| Complaints Officer, Acctpro Finance Pty Ltd, Suite 2204, Level 22, Tower 1, 520 Oxford Street, Bondi Junction NSW 2022 |
Please include in your complaint: your full name and contact details; a clear description of the issue; the date(s) the matter occurred; and what outcome you are seeking.
What Happens Next
Acknowledgement — within 24 hours
We will acknowledge receipt of your complaint in writing (by email or letter) within 1 business day of receiving it.
Investigation
A senior member of our team who was not involved in your original matter will review your complaint thoroughly. We may contact you to request additional information during this process.
Resolution — within 30 days
We will provide you with a written response explaining our findings, our decision, and the reasons for it within 30 calendar days of receiving your complaint. If for any reason we are unable to respond within 30 days, we will inform you of the delay and the expected timeframe.
Step 2 — If You Are Not Satisfied
If we are unable to resolve your complaint to your satisfaction within 30 days, or if you are not satisfied with our response, you may refer your complaint to the Australian Financial Complaints Authority (AFCA) — a free, independent external dispute resolution scheme.
Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678 (free call, Monday–Friday 9am–5pm AEST)
Email: info@afca.org.au
Website: www.afca.org.au
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
⏱ Time limits apply to AFCA complaints. You generally must lodge your complaint within 2 years of receiving our final response. Please act promptly or consult the AFCA website for applicable timeframes.
Privacy Complaints
If your complaint relates to the handling of your personal information under the Privacy Act 1988 (Cth), and we are unable to resolve it within 30 days, you may also contact the Office of the Australian Information Commissioner (OAIC):
- Website: www.oaic.gov.au
- Phone: 1300 363 992
Compliments
We genuinely love hearing when our service has made a difference. If Jay or any member of the YML Finance team has gone above and beyond for you, please let us know — email us at jay.perron@ymlfinance.com.au or leave a Google review.
About YML Finance
Acctpro Finance Pty Ltd trading as YML Finance | Australian Credit Licence 398415 | MFAA Member | Suite 2204, Level 22, Tower 1, 520 Oxford Street, Bondi Junction NSW 2022
YML Finance is a member of the Australian Financial Complaints Authority (AFCA), Member Number available on request. YML Finance accesses lenders through its aggregator, Connective Broker Services Pty Ltd (ABN 77 161 731 111 | ACL 389328).