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Complaints

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We want every client to feel well looked after. If something hasn’t gone the way you expected, please let us know. Raising a concern is free, and it helps us put things right and improve the way we work.

How to make a complaint

You can contact us in whichever way suits you:

Please tell us your name, how we can contact you, what your complaint is about and what you’d like us to do to resolve it. If you need help making a complaint, for example because of a disability or language barrier, let us know and we’ll assist you. You can also ask a family member, friend or representative to make the complaint for you.

What happens next

  • We’ll acknowledge your complaint within one business day of receiving it where practicable, or as soon as possible after that.
  • We’ll look into it fairly and objectively, and we may contact you if we need more information.
  • We’ll give you a written response with our decision and reasons no later than 30 calendar days after we receive your complaint.

If we resolve your complaint to your satisfaction within five business days, we may not send a written response unless you ask for one.

If your complaint is complex or there are circumstances beyond our control, we may not be able to respond within 30 days. If that happens, we’ll write to you before the 30 days are up to explain the reason for the delay and tell you about your right to go to AFCA.

If your complaint is mainly about your lender, for example a decision on a financial hardship request or a default notice, we’ll help you take it to the right place. Different timeframes may apply to those complaints.

Our licensee

Circle Finance Pty Ltd ACN 624 683 245 is a Credit Representative (507534) of BLSSA Pty Ltd ACN 117 651 760, Australian Credit Licence 391237.

If you’re not satisfied

If you’re not happy with our response, or we haven’t responded within 30 calendar days, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

  • Website: www.afca.org.au
  • Email: info@afca.org.au
  • Phone: 1800 931 678 (free call)
  • Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complaints to AFCA, so it’s a good idea to act promptly. You can check the time limits that apply to you on AFCA’s website.

Privacy complaints

If your complaint is about how we’ve handled your personal information, our Privacy Policy explains the process, including your right to contact the Office of the Australian Information Commissioner (OAIC).

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