Complaints
We take complaints seriously. If something has gone wrong, we want to know so we can fix it.
How to Make a Complaint
You can make a complaint by contacting us in writing. Please provide your name, contact details, a description of the issue and any relevant documents.
| Internal Dispute Resolution Email | complaints@finsure.com.au |
|---|---|
| Our Direct Email | ak@ajcap.au |
| Phone | 0468 853 047 |
Internal Process
Once we receive your complaint, we will:
- Acknowledge receipt as soon as practicable.
- Review the matter and gather relevant information.
- Provide you with an outcome in writing within the timeframes required by law.
We aim to resolve complaints fairly, promptly and transparently.
External Dispute Resolution
If you are not satisfied with our response, or if we have not responded within the required timeframe, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an independent, external dispute resolution scheme.
| Scheme | Australian Financial Complaints Authority (AFCA) |
|---|---|
| Website | www.afca.org.au |
| info@afca.org.au | |
| Telephone | 1800 931 678 |
| GPO Box 3, Melbourne VIC 3001 |
Timeframes
Under the National Consumer Credit Protection Act, we must acknowledge your complaint within a reasonable period and provide a final response within the prescribed timeframe, or otherwise inform you of the reasons for delay. You may also contact AFCA if a response is not provided within the required time.
Need Help First?
If you have a concern but are unsure whether it is a formal complaint, please call or email us and we will do our best to resolve it informally.