Complaints

You can raise a complaint with us at any time. Please describe what happened, when it happened and how you would like it resolved, and include a phone number or email address so we can reach you.

You can contact us in writing using the office and postal details listed in the footer of this website, or through the contact form. If your complaint relates to Payon Capital and a financial service or credit activity, please say so, so it can be directed to the right team.

We will acknowledge your complaint promptly after we receive it and let you know who is handling it. We will review the matter, keep you informed of progress, and aim to provide a written response within the timeframes required by the relevant regulations and our licence obligations.

If we need more information to investigate, we will ask you for it. If we cannot resolve your complaint as quickly as we would like, we will explain why and tell you when you can expect a response.

If you are not satisfied with our response, or your complaint is not resolved within the expected timeframe, you may be able to escalate it to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme. AFCA can be contacted at afca.org.au, by phone on 1800 931 678, by email at info@afca.org.au, or by mail at GPO Box 3, Melbourne VIC 3001. Time limits may apply to lodging a complaint with AFCA.

Payon Capital Pty Ltd ACN 625 146 303 holds AFSL & ACL 509400. Nothing on this page limits any rights you have under the law.