Feedback

Getting in touch, a real Advantage for both your business and ours.

Hino Financial Services are always looking for ways to give your business a real Advantage, and we can’t do that without your feedback. So if there’s someone or something that’s impressed you, or a product or service that we can provide to help your business, then we’d love to hear from you

Our Customer Solutions Centre can be contacted by:

Mail: Customer Solutions Centre, Hino Financial Services, PO Box 9215, Scoresby VIC 3179
Email: financefeedback@hino.com.au

Resolving Disputes

If there’s something about our products or services that you aren’t happy with, then let’s work together to see if we can resolve it quickly and easily using the following process:

Step 1. Let us know

Email us at financecomplaints@hinofinance.com.au or call a Customer Solutions Representative on 1300 888 850 8:30am – 7:00pm (EST ) Monday to Friday. All matters are dealt with seriously and are treated in total confidence. We will aim to resolve your complaint to your satisfaction as soon as possible.

Step 2. Escalation to our Internal Dispute Resolution team

If we are unable to resolve your complaint within five business days, then the matter will be escalated to our Internal Dispute Resolution (IDR) team.

The IDR team will:

• Conduct a more detailed investigation into your complaint
• Keep you informed of the resolution process
• Answer any of your questions
• Aim to resolve the complaint promptly and consistently.

The IDR team can be contacted at any time by:

Mail: IDR Manager, Hino Financial Services, PO Box 1354, Macquarie Centre NSW 2113

Email: financecomplaints@hinofinance.com.au

Step 3. Seek an external review

If you aren't satisfied with the outcome of your complaint after taking Steps 1 and 2, you may lodge a dispute with the Australian Financial Complaints Authority (AFCA). AFCA is an external independent impartial body that has been set up to resolve financial services disputes. There is no charge for this service.

The Australian Financial Complaints Authority can be contacted by:

Phone: 1800 931 678

Mail: Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

Email: info@afca.org.au

Web: afca.org.au

*Download - HFS Dispute Resolution Brochure

For more information please refer to our Customer Complaints Policy here.

Hino Financial Services is a division of Toyota Finance Australia Limited ABN 48 002 435 181, Australian Credit Licence 392536