What do I do when I have a compliment?
We love receiving positive feedback from our customers! If you’d like to say thanks, or give us a suggestion for how we can improve your experience next time, please email your feedback to us and we’ll pass it on.
What do I do when I have a complaint?
Please give us as much information as possible to help us resolve things faster, and provide your best contact number so we can talk to you about the progress.
If you raise an issue with us, we’ll address it as quickly as we can, including on the spot if possible. Most issues are resolved within one day and you can expect a response within ten business days. We’ll let you know if we need more time, and the reason.
We’ll do everything we can to resolve any problem you may have. Prospa is a member of a dispute resolution service. If your concerns are not resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).
It’s important you have raised your issue with Prospa before you contact AFCA, in fact AFCA will encourage you to work with us before they commence their investigation.
- Website: afca.org.au/
- Email: [email protected]
- Telephone: 1800 931 678 (free call)
- In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001
Code of Lending Practice
Prospa is a strong supporter of the Australian Finance Industry Association (AFIA) Code of Lending Practice for online small business lenders. This Code came into force on 1 January 2019.