Smart Assistant

Complaint Process

Complaints & Dispute Resolution Process

At Buy My Next Car, we aim to provide a professional, transparent and helpful service.

If something has gone wrong or you are unhappy with our service, we encourage you to contact us so we can understand the issue and work towards a fair resolution.

1. How to Make a Complaint

You can make a complaint by contacting us:

Email: contact@buymynextcar.com.au
Phone: 0440 130 476

You can make a complaint verbally or in writing.

Where possible, please provide:

  • Your full name;
  • Contact details;
  • Details of the service you received;
  • The date or approximate date of the issue;
  • What happened;
  • The outcome you are seeking; and
  • Any supporting documents or information.

You do not need to use any particular form or wording to make a complaint.

2. Acknowledgement

We will acknowledge your complaint as soon as reasonably practicable.

If we require additional information, we may contact you to clarify the circumstances.

3. Investigation

We will review your complaint fairly and objectively.

This may involve:

  • Reviewing relevant communications;
  • Reviewing documents and records;
  • Speaking with the staff member involved;
  • Contacting relevant third parties where appropriate; and
  • Assessing the matter against our obligations and applicable laws.
4. Response

We will provide you with the outcome of our investigation and, where appropriate, explain any action we propose to take.

We aim to resolve complaints as quickly as reasonably possible.

5. If You Are Not Satisfied

If you are not satisfied with our response, please let us know.

Where applicable, you may be entitled to escalate the matter to an appropriate external dispute resolution body or government regulator.

For credit-related complaints, the relevant external dispute resolution scheme may include the Australian Financial Complaints Authority (AFCA), where applicable.

AFCA Website: https://www.afca.org.au/

AFCA Phone: 1800 931 678

For privacy-related complaints, you may contact the Office of the Australian Information Commissioner (OAIC):

https://www.oaic.gov.au/

6. No Cost to Make a Complaint

We do not charge you a fee simply for making a complaint about our services.

7. Our Commitment

We aim to:

  • Treat complaints seriously;
  • Listen to your concerns;
  • Investigate matters fairly;
  • Communicate clearly;
  • Protect your personal information; and
  • Take reasonable steps to prevent similar issues from occurring again.
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