Our complaints process for customers

If you feel we have let you down, we really want to hear from you so we can put things right and do better next time.

As an appointed representative, our customers benefit from the reassurance that our activities are fully FCA compliant. We also hold a full ISO9001 Quality Standards accreditation and are members of the Credit Services Association (CSA). All of this means you can trust how we conduct our business. We set ourselves a high standard for customer service and for achieving great consumer outcomes. For that reason, our complaints procedure has been designed in line with the very high standards set by the FCA for financial services organisations and we want to explain that here for you now.

Our Complaints Process

Your complaint is important to us. This page explains how we will handle your complaint and how we aim to reach a fair outcome.

1. Acknowledge

We will acknowledge your complaint within 5 working days of receiving it. We will appoint one of our skilled complaint handlers to manage your case and this person will remain your point of contact until your case can be resolved.

2. Investigate

Your complaint handler will pull together as much background as possible about you, your account and your complaint so that we can complete a full and thorough investigation.

3. Communicate

We will stay in touch regularly by whichever communication method you prefer and will communicate in writing no less than every 4 weeks to keep you informed as to the progress of your complaint. We aim to resolve most complaints within 2 weeks and all complaints within 8 weeks

4. Outcome

We will always seek to understand how you have been affected and how you would like us to resolve the issue. We will always be impartial and admit when we’ve made mistakes. We will always attempt to call you to explain our decision and next steps and, whether we uphold your complaint or not, what we can do to make things right.

Have you got a complaint?

Please contact us. Our teams will do their best to help you and resolve your complaint.

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Melbourne, Australia
(Sat - Thursday)
(10am - 05 pm)