If you are struggling, talk to us
Financial difficulty is more common than most people think, and it is nothing to be embarrassed about. If you are having trouble meeting your repayments — or you can see that you soon will be — the earlier you speak up, the more options there usually are.
You do not need to make a complaint to ask us for help, and asking will not affect how we treat you.
What we can do
Click Financial is a mortgage and finance broker, not a lender. That means we do not make decisions about your loan account — your lender does. What we can do is:
- Help you understand what hardship assistance your lender offers and how to ask for it.
- Point you to the right team at your lender and explain what they will want to know.
- Review your situation with you and tell you honestly whether refinancing or restructuring is realistic — including when it is not.
- Refer you to free, independent financial counselling.
Every lender is required to consider a genuine hardship request. Common forms of assistance include a short repayment pause, reduced repayments for a period, extending the loan term, or moving temporarily to interest-only.
How to reach us
- Phone: 02 8708 7240
- Email: info@clickfinancial.com.au
- Post: Click Financial Services, PO Box 200, Bankstown NSW 1855
Free, independent help
You do not have to go through us. These services are free, confidential and independent:
- National Debt Helpline — 1800 007 007, ndh.org.au. Free financial counselling, weekdays.
- Moneysmart — moneysmart.gov.au. ASIC’s free guidance on managing debt and dealing with lenders.
- Australian Financial Complaints Authority — 1800 931 678, afca.org.au. If your lender refuses a reasonable hardship request.
- Mob Strong Debt Help — 1800 808 488. Free legal advice for Aboriginal and Torres Strait Islander people.
Customers in vulnerable circumstances
Anyone can find themselves in a vulnerable situation — through illness, family violence, the loss of a job or a loved one, language barriers, disability, age, or simply an unfamiliar and stressful process.
If something is making it harder for you to deal with us, tell us and we will adjust how we work with you. That might mean allowing more time, putting things in writing, speaking more slowly, dealing with a support person, or arranging an interpreter.
- Interpreters: Translating and Interpreting Service, 131 450.
- National Relay Service (if you are deaf or have a hearing or speech impairment): accesshub.gov.au.
- Support person: you are welcome to bring a family member, friend, financial counsellor or advocate to any conversation with us.
If you are experiencing family or domestic violence
We will handle your information with particular care, including how and where we contact you. Please tell us what is safe for you.
1800RESPECT — 1800 737 732, 1800respect.org.au. Free, confidential, 24 hours.
If you are in immediate danger, call 000.
If you are not happy with how we handled it
Please see our Complaint Handling page. Complaints are free and will not affect the service you receive.
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