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Hardship support

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.

hardship@finkey.co1300 346 539 (1300 FINKEY)

We will make an enquiry about your circumstances to ensure that we can offer you the appropriate support in accordance with ASIC’s regulatory guidelines for Australian Credit Licence (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 hardship@finkey.co.

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 from receipt of a Hardship Notice.
  • 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 additional information, you have twenty-one (21) business days to respond to the request.

Escalating to 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):

Finkey’s Hardship Policy and assistance are subject to the terms and conditions of your contract with us and 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.