Scottish Pacific Business Finance Pty Ltd (ABN 79 008 636 388), Scottish Pacific Business Finance Limited (NZBN 9429039019226) and their related bodies corporate, including Integral Collections Pty Ltd (ABN 37 143 757 117) and Business Fuel Finance Pty Ltd (ABN 58 629 419 021) (‘ScotPac’, ‘us’, ‘we’, ‘our’) understands that, although we do our best to provide a high level of service, you may at times feel that there are issues that have not been resolved to your satisfaction.

Where you have a complaint about our products or services, this document explains our process for resolving it with you.

Our complaints process ensures that:

  • you can raise your complaint with us;
  • your complaint is addressed by us; and
  • procedures and products can be adjusted, where possible, to improve our service.

What is a Complaint?

A complaint is a verbal or written expression of dissatisfaction about a product, service, staff or the complaints handling process itself where a response or resolution is explicitly or implicitly expected or legally required.

Understanding Our Complaints Handling Process

ScotPac’s complaints handling process is set out below. Some steps may vary slightly where specific laws apply to the complaint.

This process is intended as a guide and is not a contract between you and ScotPac, and it is not enforceable against us.

Step 1. Making a Complaint

In most circumstances your complaint can be settled to your satisfaction by simply making us aware of it.

You may raise your complaint with ScotPac through various means, including:

Australia

  • Phone: 1300 177 495
  • Website: scotpac.com.au/feedback
  • Post: ScotPac Business Finance, GPO Box 9969, Sydney NSW 2000

New Zealand

  • Phone: 0800 600 171
  • Website: scotpac.co.nz/feedback
  • Post: ScotPac Business Finance, PO Box 106-047, Auckland 1143

We will acknowledge your complaint within 1 business day. Your complaint will then be investigated and resolved in a timely manner.

There is no charge for making a complaint.

Step2. Recording Your Complaint

All complaints will be recorded in our complaints register.

Where a complaint cannot be resolved to your satisfaction immediately, it may be necessary for you to answer some questions to enable us to properly investigate the complaint.

Step 3. Complaint Escalation

If a staff member is unable to handle the complaint initially, it will be referred to a Complaints Officer to resolve with you.

Step 4. Complaint Investigation

Your complaint will be fully investigated and a decision made on the matter.

Step 5. How You Will Be Informed of the Outcome

For standard complaints, a response will be provided to you within 20 business days after we receive your complaint.

For complaints involving default notices or financial assistance, a response will be provided to you within 21 calendar days after we receive your complaint.

Should there be exceptional circumstances causing a delay, we will advise you of the circumstances causing the delay and when we expect the matter to be resolved.

Further Escalation

Australia

ScotPac entities SPPF Pty Ltd and ScotPac Property Finance Pty Ltd are members of the Australian Financial Complaints Authority (AFCA), a free, fair and independent dispute resolution scheme.

For complaints relating to ScotPac Australia’s home loan product only, you may escalate the matter to AFCA (under financial firm SPPF Pty Ltd or ScotPac Property Finance Pty Ltd) if you are dissatisfied with our Internal Dispute Resolution (IDR) response.

Contact details for AFCA are as follows:

  • Post: Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne VIC 3001
  • Phone: 1800 931 678
  • Email: [email protected]
  • Website: afca.org.au

If your complaint involves the handling of your personal information (including sensitive information) and has not been resolved to your satisfaction, you may refer the matter to the Office of the Australian Information Commissioner (OAIC).

Contact details for the OAIC are as follows:

  • Post: Director of Privacy Case Management, Office of the Australian Information Commissioner, GPO Box 5288, Sydney NSW 2001
  • Phone: 1300 363 992
  • Fax: 02 9284 9666 ·
  • Online Complaint Form
  • Website: oaic.gov.au

New Zealand

ScotPac entity Scottish Pacific Business Finance Limited is also a member of Financial Services Complaints Limited (FSCL), a free, fair and independent dispute resolution scheme.

For complaints relating to ScotPac New Zealand you may escalate the matter to FSCL (under financial service provider Scottish Pacific Business Finance Limited) if you are dissatisfied with our IDR response.

Contact details for FSCL are as follows:

If your complaint involves the handling of your personal information and has not been resolved to your satisfaction, you may refer the matter to the Office of the Privacy Commissioner (OPC).

Contact details for the OPC are as follows:

Accessibility Services

We take our commitment to providing accessible services to customers seriously.

If you are deaf, hard of hearing or have a communication difficulty, you can contact us:

 

In Australia: through the National Relay Service, then provide our phone number 1300 177 495.

The National Relay Service is a free government service providing an Australia-wide phone service for people who are d/Deaf, hard of hearing or have difficulty speaking to hearing people on the phone.

 

In New Zealand: through New Zealand Relay, then provide our phone number 0800 726 872.

New Zealand Relay is a free, government-funded service that enables people with hearing and speech communication difficulties to use the phone.

If you require any further assistance, please contact us using the details provided below.

Contact Us

If you have any questions or would like further information about our complaints handling process, please contact us:

Australia

  • Phone: 1300 177 495
  • Post: ScotPac Business Finance, GPO Box 9969, Sydney NSW 2000

New Zealand

  • Phone: 0800 726 872
  • Post: ScotPac Business Finance, PO Box 106-047, Auckland 1143

Use of Your Information

We only ask for and consider relevant information when investigating your complaint.

You can request access to the personal information we hold about you, including information we relied on in assessing your complaint, and contact us to correct any information that is inaccurate, incomplete or out of date. For more information on how we handle your personal information, please see our Privacy Policy (Australia / New Zealand).

Updates

We may amend this Complaints Policy as required. This Policy was last updated in March 2026.