Complaints & Compliments

At BFS, 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 first hand, so if we’ve done a particularly great job, either tell your BFS contact directly, or send us an email to marketing@brandedfinancial.com

 

For a complaint

If you have a complaint, dispute or if you are in hardship please contact our Customer Service Team either by phone on 1300 549 166, by mail at Quad 3, Suite 1.08, Level 1, 102 Bennelong Parkway, Sydney Olympic Park, NSW 2127, or via email at enquiries@brandedfinancial.com

Our friendly staff will take reasonable steps to understand you situation and address your concerns. We will investigate your concern and take steps to try and resolve the matter with you on the same day or within 5 business days, or, for more complex matters, we will 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 will 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 which provides you with an independent mechanism to resolve any specific complaints or disputes you have with us which we cannot resolve together.  Branded Financial Services is a member of:

Australian Financial Complaints Authority (AFCA):
Phone: 1800 931 678
Email: info@afca.org.au
Online:  www.afca.org.au
Mail: GPO Box 3, Melbourne, VIC 3001 (Australia)