We welcome feedback from our customers and treat the information we receive from feedback and complaints as an opportunity to improve our services, systems, processes and products. If you have any concerns about your experience, then please get in touch as possible.
We are committed to understanding all aspects of complaints in an objective and unbiased manner. Any decisions made by us in reviewing your complaint are underpinned by the principle of fairness and based on the specific facts and circumstances of each complaint.
How to make a Complaint
What to do if you’re unhappy with any of our services, decisions, or actions.
Step 1 — Contact us
The best way to contact us with a complaint is to email us at info@speakingfinance.com.au
Alternatively, you can contact us by calling us on 03 9075 0050, or writing to us at:
Speaking Finance
1/2B Parker Street
Footscray VIC 3011
Australia
Need Additional Assistance?
Our services are available to all people and we are committed to ensuring that we are accessible to everyone.
Customers may nominate a representative to assist them to manage a complaint, such as financial counsellors, legal representatives, family, or friends.
Step 2 – Our team will help you
We’ll endeavour to provide you with an initial acknowledgement of your complaint within 24 hours, or 1 business day, where we can.
After that, we’ll try to resolve your complaint as soon as we can.
Unless your complaint is particularly complex, involves a third party or requires us to access information that is not readily available to us, we aim to resolve your complaint within 30 calendar days.
Step 3 – If we can’t agree, you can seek an independent review
If you’re not satisfied with the outcome of a complaint, or the amount of time it is taking us to resolve it, you are entitled to refer the matter to Australian Financial Complaints Authority (AFCA).
External Dispute Resolution
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
