Compliments and complaints

At Branded Financial Services we pride ourselves in putting people first and being relentlessly helpful in every way. Your feedback is important to us, so whether you’d like to give a compliment or make a complaint, we’d love to hear from you.

 

For a compliment

It’s always nice to hear a compliment firsthand, so if we’ve done a particularly great job, either tell your Branded Financial Services contact directly, or send us an email to marketing@brandedfinancial.com

 

For a complaint

If you have a complaint, dispute or if you’re in hardship please contact our Customer Service Team on:

  • Email: complaints@brandedfinancial.com
  • Mail: Branded Financial Services, Quad 3, Suite 1.08, Level 1, 102 Bennelong Parkway, Sydney Olympic Park, NSW 2127
  • Phone: 1300 549 166

Our friendly staff will take steps to understand your situation and address your concerns. We’ll investigate your concern and take steps to try and resolve the matter with you on the same day or within five business days, or for more complex matters, we’ll resolve your complaint within 45 business days from the date of the receipt of your complaint. Should there be an exceptional circumstance causing delay and we are unable to provide you with a final response within 45 business days, we’ll inform you of the status of your complaint at that time.

If you believe your complaint or dispute has not been resolved to your satisfaction, you can refer the matter to our external dispute resolution service. This is a free service that provides you with an independent path to resolve any specific complaints or disputes you have with us that we can’t resolve together. Branded Financial Services is a member of:

Australian Financial Complaints Authority (AFCA):