Complaints
We take all feedback seriously. If something hasn't gone as expected, here's how to let us know.
We take complaints seriously and welcome the opportunity to resolve any concerns directly. If something hasn't gone as expected, please contact us first — we would appreciate the chance to respond and make it right. This page sets out the internal dispute resolution (IDR) procedure of Viking Asset Aggregation Pty Ltd (Australian Credit Licence 543046), the licensee under which SERV Finance operates as Credit Representative No. 581144.
Step 1 — Contact SERV Finance Directly
In the first instance, please contact SERV Finance directly. We appreciate the opportunity to address your concern before any escalation is needed. Please include your name, contact details, a description of your concern, and any relevant dates or reference numbers.
Acknowledgement: Viking Asset Aggregation Pty Ltd will acknowledge your complaint within 1 business day of receipt.
Response: Viking Asset Aggregation Pty Ltd aims to provide a written response within 30 calendar days. If more time is required, you will be advised in writing.
Maximum timeframe: If your complaint is not resolved within 30 calendar days, you may escalate to AFCA (see below).
Step 2 — Internal Dispute Resolution (IDR) — Viking Asset Aggregation Pty Ltd
SERV Finance operates as Credit Representative No. 581144 of Viking Asset Aggregation Pty Ltd (Australian Credit Licence 543046). All complaints are investigated under Viking's internal dispute resolution procedure. You may contact Viking directly at any time:
Viking Asset Aggregation Pty Ltd also handles privacy enquiries at [email protected].
Step 3 — External Dispute Resolution — Australian Financial Complaints Authority (AFCA)
If your complaint is not resolved to your satisfaction after following the steps above — or if 30 calendar days have passed without resolution — you may lodge a complaint with AFCA. AFCA provides free, independent dispute resolution for consumers and small businesses.
AFCA covers complaints about credit activities conducted by Viking Asset Aggregation Pty Ltd (AFCA Member No. 124732) and its authorised credit representatives, including SERV Finance.
Australian Financial Complaints Authority (AFCA) — Member No. 124732
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
Email: [email protected]
Post: GPO Box 3, Melbourne VIC 3001
Time limits apply to AFCA complaints. Generally, you must lodge within 2 years of receiving a final response. Refer to AFCA's website for current eligibility criteria.
Regulatory Body — ASIC
The Australian Securities and Investments Commission (ASIC) regulates credit licensees and their representatives. While ASIC does not resolve individual disputes, you can report misconduct at www.asic.gov.au or on 1300 300 630.
Queensland Motor Vehicle Sales Pty Ltd trading as SERV Finance · ABN 90 149 417 630 · Credit Representative No. 581144 of Viking Asset Aggregation Pty Ltd (Australian Credit Licence 543046).