Home Loan Broker Sydney

What to do if you have a dispute or complaint?

We hope you are delighted with our services, but if you have a complaint please let us know so we can work towards resolving it promptly and fairly.

Complaint Resolution and External Dispute Handling Process

A guide to resolving complaints fairly, including internal processes and external dispute resolution through AFCA.

How to Lodge a Complaint: Contact Details and Accessibility Support

If you are dissatisfied with how we have handled your personal information, or if you have a complaint about our compliance with the Privacy Act, you may contact our Complaints Officer using the following methods:

Email: compliance@finsure.com.au
Phone: 1800 466 085
Mail: Complaints Officer, Finsure

We will acknowledge your complaint within seven days and provide you with a decision on your complaint within 30 days.

If you are dissatisfied with the response from our Complaints Officer, you may lodge a complaint with the Privacy Commissioner. You can contact the Privacy Commissioner through the following methods:

Website: www.oaic.gov.au
Phone: 1300 363 992

We are committed to resolving any privacy concerns in a timely and professional manner.

External Dispute Resolution Scheme

If we do not reach an agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA).

You can contact AFCA using any of the following:

Online: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (toll free)
Mail: GPO Box 3, Melbourne Vic 3001

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further.

You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.