Complaints & Dispute Resolution

At Secure Finance Services, we are committed to providing high-quality credit assistance and customer service. If you are dissatisfied with our service, we encourage you to let us know so we can resolve the issue promptly and fairly.

Step 1: Contact Us Directly

Most complaints can be resolved quickly by speaking directly with your broker or our complaints team.

What Information to Provide

To help us investigate and resolve your complaint quickly, please provide:

• Your full name and contact details
• Your loan application number or broker reference (if applicable)
• A clear description of the issue or concern
• Copies of any relevant documents or correspondence
• What outcome you are seeking

Our Response Timeframe

We will:

• Acknowledge your complaint within 1 business day (where practicable)
• Investigate the matter and provide a written response within 30 calendar days
• Keep you informed if more time is required to investigate complex matters

Step 2: Escalate to AFCA (if needed)

If you are not satisfied with our response, or if we have not responded within 30 days, you have the right to escalate your complaint to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution service.

Note: AFCA provides a free, fair and independent dispute resolution service for consumers. AFCA can award compensation up to certain limits and make binding determinations on financial service providers.

Your Rights

You have the right to:

• Raise a complaint at any time during or after our engagement
• Have your complaint handled fairly, promptly and confidentially
• Access independent dispute resolution through AFCA at no cost to you
• Be treated with respect and courtesy throughout the complaints process

Our Commitment to Continuous Improvement

We take all complaints seriously and use them as an opportunity to improve our services. All complaints are recorded, investigated and reviewed by senior management to identify trends and implement corrective actions where necessary.

This complaints process complies with ASIC Regulatory Guide 271 (Internal Dispute Resolution) and our obligations as an Australian Credit Licensee. For more information about our services, see our Credit Guide.