Complaints

Feedback

At SBA Loans we value your feedback on your client experience. We welcome any feedback to help us get better as an organisation. We are always keen to find out what our clients think of SBA as a company to deal with.

Receiving complaints

At SBA Loans, our aim is to put our clients first by providing outstanding service. If you have a complaint, you can contact us directly at our office by phone or by email. We do ask that you clearly outline your complaint. We will endeavour to resolve this as soon as possible so we can continue our ongoing relationship with you.

Or you can contact Finsure direct:

Finsure
Level 14, 74 Castlereagh Street
Sydney NSW 2000

When a complaint is received, Finsure will attempt to resolve it promptly and fairly. Upon receipt, you will be contacted if any further information is needed.

Once all information is available, the matter will be investigated thoroughly and you will be informed of the outcome as soon as possible.

You will be kept updated throughout the progress of process. If resolution takes longer than five (5) business days, you will be provided with a written final response no later than 45 days from the date of the complaint.

If a resolution cannot be achieved within 45 days, a written explanation will be provided as to the reason.

Our External Dispute Resolution Scheme

If we do not reach agreement of your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolutions (EDR) Scheme. Our external dispute resolution provider is COSL (Credit Ombudsman Services Limited):

PHONE: 1800 138 422
FAX: 02 9273 8440
EMAIL:info@cio.org.au
WEBSITE: http://www.cio.org.au/

Credit Industry Ombudsman Ltd
PO Box A252
SYDNEY SOUTH NSW 1235

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.