Complaints and dispute resolution
How to raise a concern, and what happens next.
Last updated
If something has gone wrong, we want to know. Most problems are resolved quickly once we understand them. You will not be charged for making a complaint, and raising one will not affect how we deal with you.
Step 1 — Tell us
Contact us directly and we will start working on it straight away.
| Phone | 0493 348 998 |
|---|---|
| [email protected] | |
| Post | Onur-Kagan Sezgin, Mickleham, VIC 3064 |
It helps if you can tell us:
- What happened, and when
- Who you dealt with
- What outcome you are looking for
- Any documents that support your complaint
What we will do
- Acknowledge your complaint promptly, and within one business day where possible
- Investigate it properly and keep you informed of progress
- Give you a written response setting out our decision and the reasons for it, within 30 calendar days
- Tell you about your right to take the matter to AFCA if you are not satisfied with our response
If we cannot resolve your complaint within 30 days, we will write to you before that deadline explaining why, what is still outstanding, and telling you that you may take the matter to AFCA at that point.
Step 2 — Contact our licensee
We provide credit assistance as a credit representative of Broker ACL Pty Ltd, Australian Credit Licence 563763. If you are not satisfied with our response, you can raise the matter with them as the licensee responsible for our conduct.
Step 3 — Contact AFCA
The Australian Financial Complaints Authority is the independent external dispute resolution scheme for financial services in Australia. Its service is free to consumers, and its decisions are binding on us but not on you — you keep your right to take other action if you disagree with the outcome.
Our AFCA membership number is 111583.
| Phone | 1800 931 678 |
|---|---|
| [email protected] | |
| Website | www.afca.org.au |
| Post | GPO Box 3, Melbourne VIC 3001 |
You can go to AFCA at any time, but they will usually ask you to give us a chance to resolve the complaint first. Time limits apply to when a complaint can be lodged with AFCA, so do not delay if you are unhappy with our response.
Privacy complaints
If your complaint is about how we have handled your personal or credit information, our Privacy Policy sets out the process, including your right to contact the Office of the Australian Information Commissioner.