Complaints
If something
goes wrong.
Come to us first. If we cannot sort it out, there is somewhere independent to go.
Tell us first
We would genuinely rather hear about it than not. Most problems get sorted quickly once we understand what actually happened.
Phone (03) 9988 1452
Email info@guardianfinancegroup.com.au
Mail: Guardian Finance Group Pty Ltd, Hawthorn, Melbourne, Victoria [ full postal address ]
It helps if you can tell us what happened, when, who you dealt with, and what outcome you are looking for.
What happens next
- We will acknowledge your complaint promptly
- We will look into what happened and keep you informed
- We will give you our response in writing, explaining the outcome and the reasons for it
Under ASIC's internal dispute resolution requirements, we must give you a written response within thirty calendar days of receiving your complaint. If we cannot resolve it in that time, we will tell you why and let you know about your right to take it further.
If you are not satisfied
You can refer your complaint to the Australian Financial Complaints Authority. AFCA is an independent body that resolves complaints about financial services. Their service is free to consumers, and their decisions are binding on us.
Australian Financial Complaints Authority (AFCA)
Online: afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001
Our AFCA membership number is [ AFCA membership number ]. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Time limits apply to lodging a complaint with AFCA. Contact them or visit their website to find out whether a time limit applies to yours.
Privacy complaints
If your complaint is about how we handled your personal information, see our privacy policy for the additional options available to you, including the Office of the Australian Information Commissioner.