Compliments & concerns
Tell us how we're going.
Whether something went well or not so well, I want to hear about it. Your feedback helps me look after you and every other client better.
Give feedback
Happy with the service, or have an idea to make it better? Let me know by phone, email or a message. It's always appreciated.
Raise a concern
If you feel you haven't received the standard of care you expected, please tell me with as much detail as you can, so I can put it right.
Follow up a concern
Already raised something? Get in touch and mention your earlier email or message, and I'll give you an update.
How I'll respond to a concern
- I'll acknowledge your concern in writing within 24 hours.
- I'll work to resolve it as soon as possible.
- If I'm still looking into it after 30 days, I'll write to you to explain why and when you can expect an answer.
- Once it's resolved, I'll write to you with the outcome and the reasons for it.
Lending: if you're not satisfied
For concerns about a loan or credit assistance from Exigo Finance, you can also contact our Australian Credit Licence holder:
Connective Credit Services Pty Ltd, Attn: Compliance and Complaints Handling Officer
Phone 1300 656 637 · Email complaints@connective.com.au
If you're not satisfied with the response, your concern isn't resolved, or you haven't heard back within 30 days, you can take it to the Australian Financial Complaints Authority (AFCA), the external dispute resolution scheme for financial services:
Australian Financial Complaints Authority
Online www.afca.org.au · Email info@afca.org.au · Phone 1800 931 678
Mail GPO Box 3, Melbourne VIC 3001
Time limits may apply to complaints to AFCA, so act promptly or check the AFCA website for when the time limit for your complaint ends. Full details are in our Credit Guide.
Tax: if you're not satisfied
For tax agent services from Exigo Tax, if we can't resolve your concern together you can contact the Tax Practitioners Board at www.tpb.gov.au.