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HomeComplaint Handling

Complaint Handling

Our Commitment to Your Satisfaction

At Click Financial we are committed to our clients. If you are not satisfied with our products, our services, our staff or the way we have handled a complaint, we want to hear about it. Most concerns can be sorted out quickly once we know about them.

Making a complaint is free, and it will not affect the service you receive from us.

Step 1 — Tell us

Please contact our Complaints Manager. You can complain in whatever way suits you:

  • Email: info@clickfinancial.com.au — please put “Complaint” in the subject line
  • Phone: 02 8708 7240
  • Post: The Complaints Manager, Click Financial Services, PO Box 200, Bankstown NSW 1855
  • In person: Suite 9, 39 Stanley Street, Bankstown NSW 2200

It helps if you can tell us your name and contact details, what happened, and what you would like us to do to put it right. If you need help putting your complaint together, or would prefer someone to speak on your behalf — a family member, friend, financial counsellor or interpreter — that is completely fine. Just let us know.

What happens next

  • We will acknowledge your complaint promptly, normally within one business day of receiving it.
  • We will try to resolve it within five business days.
  • If we cannot resolve it in that time, we will keep you updated and give you a written response within 30 calendar days of receiving your complaint.

Our written response will tell you the outcome, the reasons for our decision, and what you can do if you are not satisfied with it.

Email our Complaints Manager
A mortgage broker sitting with a couple to review why their refinance application was declined

Step 2 — If you are not satisfied with our response

If we have not resolved your complaint to your satisfaction, or 30 calendar days have passed without a response from us, you can take your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA provides fair, free and independent dispute resolution for financial complaints. Their decision is binding on us, but not on you.

Click Financial’s AFCA membership number is 25029.

There are time limits for taking a complaint to AFCA. Contacting them early is the safest course.

Other places you can go

If your complaint is about how we have handled your personal information, you can also contact the Office of the Australian Information Commissioner at www.oaic.gov.au or 1300 363 992.

If you are experiencing financial difficulty, please see our Financial Hardship and Vulnerable Customers page — you do not need to make a complaint to ask us for help.

A & M Group Pty Ltd trading as Click Financial Services · ABN 90 138 457 520 · Australian Credit Licence 390820 · MFAA Member 320936 · AFCA Member 25029