Compliments and Concerns

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

CONCERNS

If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concern, have your concern investigated and to receive a response.

Step 1 — Contact Your Broker

If you have a concern, please contact your broker directly. They will do their best to resolve your concern promptly and to your satisfaction.

Step 2 — Contact the Credit Representative

If your broker is unable to resolve your concern, or you would prefer to deal with someone else, please put your concern in writing and send it to shimon@sapphireloans.com.au. We will acknowledge your concern within 5 business days and provide a response within 30 days.

Step 3 — External Dispute Resolution

If you are not satisfied with our response, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service.