Hardship

In line with Finkey Capital’s Hardship Policy, we are dedicated to addressing your Hardship request when you’re experiencing financial difficulties resulting from unforeseen circumstances in your life.  

We will inquire about your circumstances to ensure that we can offer you the appropriate support in accordance with ASIC’s regulatory guidelines for Australian Credit License (ACL) holders or the Buy Now Pay Later (BNPL) Code of Practice. We need to understand your situation comprehensively to assist you effectively. Please rest assured that Finkey will handle your request for assistance with the utmost confidentiality as we collaborate to discover a suitable resolution for your needs. Your privacy and well-being are paramount to us as we navigate this process together. 

You can apply for Hardship by calling us on 1300 FINKEY (1300 346 539) between 9am and 5pm Monday to Friday or anytime by emailing us at hardship@finkey.co. 

We may be able to provide you with a faster turnaround if you complete a Hardship Application and Information Request Form here. 

Finkey’s Hardship Policy and assistance is subject to the terms and conditions of your contract with us, our general terms of use. Any discussions or disclosures regarding hardship must be made with the borrower or plan subscriber and in line with the Privacy Act (1988) and Finkey’s Privacy Policy. We may make disclosures regarding your Hardship request or defaults to credit bureaus in accordance with Finkey’s Credit Reporting Policy.  

Timeframe for Hardship Requests 

We strive to address all Hardship requests as quickly as possible however it may take up to twenty-one (21) business days for a Final Decision to be made within of receiving a Hardship Notice from you. 

Upon receipt of a Hardship Notice, we may request that you provide additional information or evidence of your financial hardship and expenditure. 

If we have requested for additional information, you have twenty-one (21) business days to respond to the request for information. 

Buy Now Pay Later (BNPL) Hardship  

Finkey follows the Australian Finance Industry Association (AFIA) Buy Now Pay Later Code of Practice.  

You can read the Code here. 

If your hardship concerns any of our 0% Plans, you can contact the AFIA’s Code Compliance Committee (CCC) if you believe we have breached the Code. 

You can lodge a complaint directly with the CCC at CCC-BNPL@afia.asn.au. 

Loging a Compliant about our handling of Hardship to the Australian Financial Complaints Authority (AFCA)  

If you are not satisfied with the response provided by Finkey Capital to your Hardship application or request, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA).  

You can contact AFCA using the following details: 

Australian Financial Complaints Authority Limited 

GPO Box 3 

Melbourne VIC 3001 

Phone: 1800 931 678 

Fax: (03) 9613 6399 

Email: info@afca.org.au 

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