CONTACT US

We work to continuously improve, so if you’re unhappy with something we have or haven’t done, please give us the opportunity to meet and exceed your expectations.

At Land Rover Financial Services we pride ourselves on providing exceptional service and great products to all our customers. We believe that our consumers have the right to efficient, honest, and fair treatment in their dealings with us. We welcome your feedback, so we can continue to improve our services.

Your first point of contact for raising a complaint and feedback is with our Customer Resolutions Team. They will endeavour to address your concerns and resolve your dispute.
Land Rover Financial Services Customer Resolutions Team
Phone: 1300 734 567 Mon – Fri 9:00am – 5:00pm (AEST)
If you are overseas, please call: +61 2 9695 6311 Select Option 1
Email: feedback@vwfs.com.au
Fax: +61 (2) 9695 6399
Mail: Locked Bag 4002, Chullora NSW 2190
 

Seeking additional help
In the unlikely event that you’re not satisfied or disagree with our decision or suggested resolution, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA):

From 5 October 2021, this page will include the Target Market Determinations for Land Rover Financial Services (“us”) financial products (issued by Volkswagen Financial Services Australia) ABN 20 097 071 460, ACL Licence No 389344.

A Target Market Determination is a document created us which provides:

• consumers and distributors with an understanding of the class of consumers for which this product has been designed
• the objectives, financial situation and needs of those consumers and the related product
• the conditions and restrictions on how our products can be distributed to our customers;
• triggers or events that will require us to review a products Target Market Determination; and
• information that third party distributors must provide us.

This document is not to be treated as a full summary of the product’s terms and conditions and is not intended to provide financial advice. Consumers must refer to any supplementary documents which outline the relevant terms and conditions when making a decision about this product. We strongly recommend that a customer seek independent financial and legal advice prior to taking out a financial services product.

View the Target Market Determinations for our Financial Services Products:
 Consumer Loan TMD

We’re required to have Target Market Determinations under the Treasury Laws Amendment (Design and Distribution Obligations and Product Intervention Powers) Act 2019.

This is to ensure we keep customers at the centre of our design and distribution of our financial products.

Accredited dealers or brokers engaging in retail product distribution under the Product Design and Distribution Obligation (PDDO) regulations, must report information outlined in the product Target Market Determination (TMD) within a specified timeframe to us.

If you’re looking to report or provide feedback in relation to our financial products as outlined in our TMD, please
email productmonitoring@vwfs.com.au.

We understand that life can take unexpected turns due to unforeseen circumstances. Please contact us if you are experiencing Financial Hardship.

At Land Rover Financial Services we understand that life can take unexpected turns and anyone can experience financial hardship due to unforeseen circumstances. We are committed to assisting you with finding a suitable solution to manage your repayments, whilst you get back on your feet.

Financial Hardship is when a customer is willing and has the intention to pay, but due to a change in their circumstances, is now unable to meet their repayments or existing financial obligations. With formal hardship assistance, their financial situation will be restored.

Common events contributing to financial difficulty may include:

• Changes in income and/or expenses
• Changes in employment such as reduced hours, loss of job, reduced pay
• Significant life events such as illness, injury, relationship break down, death or disability
• Natural disaster
• Legal matters such as court actions, judgement or court orders
• Company failure or some other event such as insolvency or administration

Our Financial Hardship Department will assess your individual situation and provide options. This may be short term and in some cases long periods of time dependent on your situation.

Each situation is assessed on its own merits. You may need to provide further information such as proof of income, liabilities, expenditure and anything that is applicable to your circumstances.

We are required to provide you with an outcome or next steps within 21 days of you submitting your application. However, in most cases you will receive a response sooner.

No, there will be no collections activity during this period as long as you comply with your hardship arrangement.

We will advise you in writing of the reason. You may wish to seek further financial advice from a financial advisor or a third party in regards to the alternate options that may be available to you.

If you are unsatisfied with our response, you can contact our Financial Hardship Department on 1300 087 782 (Option 1) to discuss our decision. If your concern is still not resolved, you may lodge a complaint via our internal disputes resolutions scheme by emailing feedback@ landroverfs.com.au

If you do not agree with our decision or suggested resolution, you may refer your complaint to the Australian Financial Complaints Authority (AFCA), an external dispute resolution scheme of which we are a member.

Mail
Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001
Phone
1800 931 678 (free call)

E-Mail
info@afca.org.au

Website
www.afca.org.au

In order to assess your eligibility for financial hardship assistance, we require you to apply online via our Financial Assistance Portal (supported web browsers include Google Chrome, Firefox and Microsoft Edge).

Apply for Financial Hardship Assistance

If you have any questions and would like to speak to one of our Financial Assistance representatives, please call or email us.

Phone
1300 845 911
Mon – Fri 9:00am – 5:00pm (AEST)
If you are overseas, please call:
+61 2 9695 6311 (Select Option 1)

E-Mail
hardship@landroverfs.com.au

Once you have lodged your Financial Hardship Assistance application, your circumstances will be assessed to see what arrangements or options may be suitable for you. We will notify you of the outcome within 21 days.

Should we require additional information, one of our Financial Assistance representatives will be in contact with you to discuss the matter further.