Feedback & Complaints

If you have a concern or complaint about financial advice, an application, our service, or a Financial Adviser acting for REFIX, please raise it with your Financial Adviser or contact REFIX directly.

We will take your concern seriously and will try to resolve it through our internal complaints process. Making a complaint does not prevent you from exercising any other rights available to you.

Providing the following information will help us understand and investigate your complaint:

• your name and preferred contact details;
• the name of the Financial Adviser or REFIX team member involved, if applicable;
• a clear description of what happened and what you are concerned about;
• relevant dates, application or loan details, emails or other supporting information; and
• the outcome or resolution you are seeking.

Please do not send more sensitive personal or financial information than is reasonably necessary to explain your complaint. We may request additional information if it is needed for our investigation.

Our internal process is intended to be straightforward and fair.

REFIX aims to resolve complaints within 10 working days. If we require more time to investigate your complaint, we will let you know and provide an updated timeframe.

The time required can depend on the nature and complexity of the complaint, whether information is required from a lender or another third party, and whether further information is needed from you.

If we cannot resolve your complaint to your satisfaction, you may refer the matter to Financial Services Complaints Limited (FSCL). FSCL is an independent financial ombudsman and dispute resolution service, and its service is free for consumers.

FSCL can explain its complaints process and whether it can consider your complaint. You may contact FSCL directly if you need assistance understanding the external dispute resolution process.

We also welcome general feedback about your experience with REFIX. You do not need to make a formal complaint to tell us what went well, what could be improved, or how we could make our service clearer or easier to use.

If your feedback indicates that you are dissatisfied with our financial advice or service, we may treat it as a complaint so that it can be appropriately recorded and addressed.

You can find more information about REFIX, our financial advice service, privacy practices and contractual terms on the following pages.