Existing Customers Financial Services

If you have a query in relation to your existing finance contract with Volvo Car Financial Services, we look forward to hearing from you.

If your finance contract number is 7 digits long, please contact Volvo Car Financial Services:

Phone
1300 279 938 Mon – Fri 9:00am – 5:00pm (AEST)
If you are overseas, please call: +61 2 9695 6311 (Select Option 1)

Email
customerservice@volvocarsfs.com.au

Mail
Volvo Car Financial Services Customer Service Team Locked Bag 4002
Chullora NSW 2190


Our Customer Service Team will endeavor to respond to your enquiry as soon as possible; however please allow 1-2 business days.

Please note: Volvo Car Financial Services is closed on all Australian National Public Holidays; therefore our response time may vary during these periods

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 Volvo Car 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.

To provide feedback or make a complaint

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.

Volvo Car Financial Services Customer Resolutions Team

Phone:
1300 279 938 Mon – Fri 9:00am – 5:00pm (AEST)
If you are overseas, please call: +61 2 9695 6311 Select Option 1

Fax:
+61 (2) 9695 6399

Email:
feedback@volvocarsfs.com.au

Post:
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):

Mail: Australian Financial Complaints Authority, GPO BOX 3, Melbourne VIC 3001
Phone: 1800 931 678 (Free call)
Email: info@afca.org.au
Website: www.afca.org.au

We are a member of AFCA who provides fair and independent financial services complaint resolution that is free to consumers.

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

What is Financial Hardship?

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.

Reasons which may qualify you for Financial Hardship

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

How to Apply

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).

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

Phone:
1300 279 938
Mon – Fri 9:00am – 5:00pm (AEST)
If you are overseas, please call:
+61 2 9695 6311 (Select Option 1)

Email:
hardship@volvocarsfs.com.au

Financial Hardship FAQ’s

• How long is the assistance period?
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.

• What kind of support documents do I need?
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.

• How long will it take to receive a response?
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.

• Will I still be contacted by the Collections Department whilst assistance is in place?
No, there will be no collections activity during this period as long as you comply with your hardship arrangement.

• What happens if Volvo Car Financial Services does not support my request for Financial Hardship?
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.

• What happens if I am not satisfied with the outcome?
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@vwfs.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)
Email:info@afca.org.au
Website: www.afca.org.au

What Happens Next?
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.




Important Forms (links to PDFs)

• Download Direct Debit Form
• Download Electronic Consent Form
• Download Third Party Authorisation Form
• Download Finance Privacy Policy
• Download Finance Terms & Conditions