Dispute Resolution Process

Dispute Resolution Process

If you have a complaint about Citilink Finance or one of our representatives, we need to hear from you. To lodge a complaint, please contact Mr Raj Manager Operation at Citilink Finance.
To ensure your complaint is handled in a timely and efficient manner please provide full details of the complaint including:

  • Full name and contact details;
  • Transaction reference numbers
  • Provide all supporting documentation
  • Clearly identify the resolution you are seeking

To lodge a complaint please contact the Manager Operation on the details below:

Phone:   1300 658 446

Post:   Manager Operation
Citilink Finance Australia Pty Ltd
Level 6 Suite 7, 109 Pitt Street
Sydney 2000 NSW,
Email: info@citilinkfinance.com.au

Once the complaint is received we will:

  • Provide an acknowledgement immediately
  • Complete a full investigation into all matters raised
  • Provide a response letter within 45 days.

If you are not fully satisfied with this response, you have the right to take the complaint to an External Disputes Resolution scheme. Citilink Finance is a member of the Financial Ombudsman Service (FOS) who can be contacted on the below details:

Phone:   1300 780 808
Fax: (03) 9613 6399
Online: www.fos.org.au
Email: info@fos.org.au
Mail: GPO Box 3, Melbourne, Victoria 3001

FOS has limitations on their jurisdiction to deal with complaints, you will need to discuss whether your complaint falls within their jurisdiction.