Complaints
How feedback and complaints are handled through Finsure, our Australian Credit Licence holder.
Aspect Financial Solutions is a credit representative. Finsure Finance and Insurance Pty Ltd is the Australian Credit Licence holder.
If you have feedback, a concern or a complaint about the credit assistance provided, we want it handled clearly, fairly and promptly.
Compliments and complaints
Aspect Financial Solutions operates as a credit representative under Finsure Finance and Insurance Pty Ltd. Because Finsure is the licence holder, complaints are managed through Finsure’s official complaints process.
You can first contact Aspect Financial Solutions so we can understand the issue and assist where possible. You may also contact Finsure directly using the details below.
View Finsure complaints processContact Finsure about a complaint
If you do not feel that you have received the highest standard of care, Finsure encourages you to share your concerns so they can be addressed quickly and fairly.
- Email: complaints@finsure.com.au
- Phone: 1300 346 787 — Option 3
- Mail:
Complaints Officer
Finsure Finance and Insurance Pty Ltd Limited
Level 27, 10 Carrington Street
Sydney NSW 2000
Compliments and feedback
If you would like to pass on positive feedback about the service you received, Finsure also provides a dedicated compliments process.
- Email: compliance@finsure.com.au
- Phone: 1300 346 787 — Option 3
- Mail:
Compliance Manager
Finsure Finance and Insurance Pty Ltd Limited
Level 27, 10 Carrington Street
Sydney NSW 2000
How complaints are handled
Finsure states that complaints will be acknowledged within one business day and that they will try to resolve the complaint within five business days. If the complaint cannot be resolved within that timeframe, Finsure will complete its investigation and write to you with the outcome and reasons for the decision within 30 days.
If you are not satisfied with the outcome
If you are not satisfied after the internal complaints process, you can lodge a complaint with the external dispute resolution provider, the Australian Financial Complaints Authority.
Australian Financial Complaints Authority
- Email: info@afca.org.au
- Phone: 1800 931 678
- Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
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