At Roam Finance, we are committed to providing you with the highest standard of service. If you are not satisfied with our service or have a concern, we want to hear about it and resolve it as quickly as possible.
Step 1 — Contact Us Directly
If you have a complaint, please contact us first so we can try to resolve it directly.
- Phone: 0428 074 112
- Email: james@roamfinance.com.au
- Post: PO BOX 630, Werribee VIC 3030
We will acknowledge your complaint within 24 hours and aim to resolve it within 30 days.
Step 2 — Internal Dispute Resolution
If your complaint cannot be resolved immediately, we will:
- Acknowledge your complaint in writing within 1 business day
- Investigate the matter thoroughly
- Keep you informed of our progress
- Provide a final response within 30 calendar days
Step 3 — External Dispute Resolution (AFCA)
If you are not satisfied with our response, or if we have not resolved your complaint within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service.
Australian Financial Complaints Authority
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Website: www.afca.org.au
Post: GPO Box 3, Melbourne VIC 3001
Roam Finance AFCA Member Number: 102026
About Us
Roam Finance is a trading name of Capital Cove Investments Pty Ltd (ABN 77 620 694 644), a related company of Simplify Asset Finance Pty Ltd (Credit Representative No. 551200), Credit Representative of COG Aggregation Pty Ltd (Australian Credit Licence 389527).
Authorised Credit Representative: James Cerolini (No. 551373)