Compliments and Concerns

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At sympl loans, we always work hard to build strong and lasting relationships with our valued 

customers. By listening to your feedback, not only can we address any immediate concerns you may 

have, we will also continually improve our products and services.

We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.

Compliments

Our  representatives  are  always  delighted  to  know  that  they  have  succeeded  in  making  

your experience a pleasant and successful one.

If one of our representatives has provided you with exceptional service in any way, please let us 

know using the details below, so that we can further encourage them via this feedback process.

Complaint or Dispute

We are committed to providing our customers with the best possible service.  If at any time we have 

not met our obligations – or you have a complaint about any of our services – please inform us so 

we can work towards a resolution.   We will endeavour to deal with your complaint promptly, 

thoroughly and fairly.

HOW TO MAKE A COMPLAINT AND THE COMPLAINTS PROCESS

If you have a complaint, we request you follow these steps:

1.       In the first instance, please contact the Lending Adviser who provided you with credit 

assistance.

2.       If your complaint has not been resolved to your satisfaction within 5 business days, 

please contact our Compliance Officer as detailed below:

Telephone:                  08 8379 9555 Monday to Friday 9am to 5pm (ACST)

Email:                          andrew.harrison@sympl.loans 

Mail:                            Sympl Loans Compliance, P O Box 3, Mitcham Shopping Centre SA 5062

3.       We may ask for additional information and request  you to put  your complaint in writing 

to ensure your issue is properly investigated.

4.       In cases where your complaint will take longer to resolve, we will update you 

progressively.

THIRD PARTY PRODUCTS OR SERVICES

If your complaint relates to a product or service acquired through a third party (for example, a 

lender) we may deal with this complaint on your behalf in the first instance or ask you to contact the relevant  third  party. They will then deal with your complaint under their complaints resolution process but we will also report your complaint to the Australian Securities and Investments Commission (ASIC) so that trends in complaints can be tracked for identifying systemic issues in relation to that third party.

If you are not satisfied with the resolution of your complaint by the third party under their 

complaints resolution  process,  you  are  entitled  to  have  your  dispute  considered  by  the  

Australian  Financial Complaints  Authority  (AFCA).    Please  contact  AFCA  (contact  details  

provided  below)  for  further details.

KEEPING YOU INFORMED

Our Compliance Officer will acknowledge receipt of your complaint within 5 business days.  If 

unable to  resolve  the  complaint/dispute  to  your  satisfaction  within  5  business  days,  

they  will  write  to  you advising the procedures we will follow in investigating and handling 

your complaint.

Within 45 calendar days from the date you lodged the complaint with us, we will write to you 

advising you the outcome of the investigation and the reason/s for our decision, or if required, we 

will inform you more time is needed to complete the investigation.

STILL NOT SATISFIED?

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the 

Australian Financial  Complaints  Authority  (AFCA).  AFCA  provides  fair  and  independent  

financial  services complaint resolution that is free to consumers.

You may also refer the matter to the Australian Financial Complaints Authority at any time, but if 

our internal process is still in progress, AFCA may request that our internal process be complete 

before considering the matter further.

Our  external  dispute  resolution  service  provider  is  the  Australian  Financial  Complaints  

Authority (AFCA), which can be contacted via:

▪          Telephone:                     1800 931 678

▪          Website:                       www.afca.org.au

▪          Mail:                             Australian Financial Complaints Authority, GPO Box 3, 

Melbourne VIC 3001

▪

Email:      info@afca.org.au