Compliments and concerns.

If we have done something well, tell us: it is how we work out what to keep doing. If we have got something wrong, tell us that too, and tell us early. A complaint handled in the first week is usually still a fixable problem. One that surfaces at settlement usually is not.

Nothing on this page limits your rights. Using our process does not stop you going to AFCA, and it does not affect anything else available to you at law.

How a complaint runs.

1. 1

   Tell us

   Call 07 2101 4374 and ask for the broker you have been dealing with, or use the contact form and say up front that it is a complaint so it is not treated as a new enquiry. You can also write to us at Level 1, 57 Berwick Street, Fortitude Valley QLD 4006. You do not have to put it in writing if you would rather not.

2. 2

   We acknowledge it

   We will acknowledge your complaint promptly, and in any case within one business day of receiving it where we can reach you. At that point we will tell you who is handling it and what we need from you, if anything.

3. 3

   We investigate and respond

   We aim to resolve most things within five business days, because most of what goes wrong is a communication problem that can be fixed the same week. Where a complaint needs a proper investigation we will give you a written response no later than 30 calendar days after you raised it, setting out our decision and the reasons for it.

4. 4

   If you are not satisfied

   You can escalate to our credit licensee, Connective Credit Services Pty Ltd (Australian Credit Licence 389328), on 1300 65 66 37, and beyond that to the Australian Financial Complaints Authority. AFCA is free to consumers and its determinations bind us. You can go to AFCA if we have not resolved your complaint within 30 days, or sooner if you are unhappy with our response.

Contacting AFCA.

The Australian Financial Complaints Authority is the external dispute resolution scheme for credit. It is independent of us and of our licensee, and it costs you nothing to use. Time limits apply to complaints made to AFCA, so act promptly rather than waiting, and check the AFCA website for the limits that apply to your situation.

Who you are dealing with.

LINK Advance is a registered business name of Dellit & Webb Wealth Services Pty Ltd ACN 612 337 587, ABN 12 612 337 587.

Credit Representative 492039 is authorised under Australian Credit Licence 389328. Credit Representative 573582 is authorised under Australian Credit Licence 389328. Credit Representative 574906 is authorised under Australian Credit Licence 389328.

Our privacy policy sets out how we handle your personal information, including how to ask for access to it or have it corrected.