Step 1: Contact us directly
If you have a complaint about our services, please contact us in the first instance. We are committed to resolving complaints fairly and efficiently.
Client Relationship Manager
Email: penny@127financial.com.au
Mobile: 0457 676 091
PO Box 911, Main Beach QLD 4217
Our complaints process
When you make a complaint, we will:
• Acknowledge your complaint within 3 business day (or as soon as practicable)
• Investigate your complaint thoroughly and fairly
• Keep you informed of progress
• Provide a written response within 30 days
Step 2: External dispute resolution
If your complaint is not resolved to your satisfaction, or if we have not responded within 30 days, you may contact the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001
Time limits
AFCA can only consider complaints lodged within certain time limits. Generally, you must lodge your complaint with AFCA within 2 years of our final response to you.