If you have a complaint or dispute please contact our Dispute Resolution Department either by phone on 1300 613 182, mail at Locked Bag 2004, Brandon Park, Victoria 3150 or by email at nfsdr@nissan.com.au.
We expect our staff to take reasonable steps to address your concerns. We will investigate the issue and take reasonable steps to try and resolve the matter to your satisfaction within 5 business days, or in any event:
- If your complaint relates to financial hardship, enforcement action or a default notice, within 21 calendar days from the date you lodge your complaint; or
- If your complaint relates to any other matter, within 30 calendar from the date you lodge your complaint.
If we are unable to provide you with a final response within the above timeframes, we will inform you of the status of your complaint.
You can download a copy of our Complaints Management Policy here. If English is not your preferred language, this policy is also available in: Arabic, Chinese (simplified), Chinese (traditional), Greek, Hindi, Indonesian, Italian, Japanese, Punjabi, Spanish and Vietnamese.
If you believe your complaint or dispute has not been resolved to your satisfaction, you may want to refer the matter to our external dispute resolution service. This is a free service which provides you with an independent mechanism to resolve any specific complaints or disputes you have with us which we cannot resolve together. Nissan Financial Services is a member of:
Australian Financial Complaints Authority (AFCA):
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
Mail: GPO Box 3, Melbourne, VIC 3001 (Australia)
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA websites to find out if or when the time limit relevant to your circumstances expires.