Issues, Complaints and Compliments

Finance by Travel and Leisure Pty Ltd and Accor Vacation Club is committed to managing any complaint promptly and treating your concerns efficiently, confidentially, fairly, and transparently.

Our Customer Care Team is responsible for handling any complaint and has developed a process for dealing with your complaint.

IF YOU HAVE A COMPLAINT PLEASE LET US KNOW.

You can contact our Customer Care Team by telephone or in writing:

Intl: (07) 5512 8127
Email: customerteam@accorvacationclub.com.au
Mail: Box 7493 GOLD COAST MC QLD 9726 Australia

We will acknowledge your complaint promptly and, if possible, within 24 hours of receipt.

Accessibility

If you require assistance to lodge a complaint, we are happy to work with an authorised representative or advocate.

What we need from you

If you are lodging a written complaint, please provide as much information as you can about your concern and provide copies of any documents or records (including account statements and any supporting correspondence that highlight what has gone wrong).

Our internal complaint process

• We will acknowledge receipt of your complaint within 24 hours or as soon as practicable.

• We may contact you by telephone or mail if we need further information or to understand your complaint in more detail.

• If we can’t resolve your complaint within 5 days, it will be allocated to a Customer Care officer, and we will provide you with a written response within 30 calendar days (unless the matter is complex or there are circumstances beyond our control).

• If we are unable to provide a written response within 30 calendar days, we will write to let you know of the delay.

If you are not satisfied with our final response

If you are not satisfied with the outcome or the handling of your complaint, you may wish to contact an external dispute resolution scheme. Australian residents may contact the Australian Financial Complaints Authority (AFCA), and New Zealand residents may contact Financial Services Complaints Limited (FSCL).

AFCA and FSCL contact details are outlined below:

Australian Financial Complaints Authority
Phone: 1800 931 678
Email: info@afca.org.au
Postal Address: GPO Box 3, Melbourne VIC 3001
www.afca.org.au

Financial Services Complaints Ltd
Phone: 0800 347 257
Email: info@fscl.org.nz
Mail: PO Box 5967, Wellington 6140
www.fscl.org.nz

Zero tolerance for abuse

Our team members are entitled to a safe working environment, and we have zero tolerance for any abusive, threatening, intimidating, or belittling behaviour.