This policy ensures that client complaints are managed fairly, efficiently, and transparently, in accordance with regulatory requirements, including the Australian Securities and Investments Commission (ASIC) guidelines and Australian Financial Complaints Authority (AFCA) standards. 

How to Lodge a Complaint

Clients may submit complaints through the following channels:

• Email: hayden@borrowe.com.au
• Phone: 0431 518 804
• Mail: 13 Grevillea Road, Bogangar NSW 2488

We encourage clients to provide as much detail as possible to facilitate a timely and effective resolution.

Complaint Resolution Process

1. Acknowledgment: Complaints will be acknowledged in writing within one business day of receipt.
2. Investigation: We will conduct a thorough review of the complaint, gathering relevant information and consulting all parties involved.
3. Response & Resolution: 
   • A formal response will be provided within 30 days of receiving the complaint.
   • If the complaint is complex and requires additional time, we will inform the client of the expected resolution timeline.
   • Resolutions may include corrective actions, compensation (if applicable), or explanations of decisions made.

Escalation to AFCA

If a complaint is not resolved to the client’s satisfaction, they may escalate the matter to the Australian Financial Complaints Authority (AFCA), which provides independent dispute resolution services.

• Website: www.afca.org.au
• Phone: 1800 931 678
• Mail: GPO Box 3, Melbourne VIC 3001

We regularly review complaints to identify patterns and areas for improvement. Internal training ensures staff remain informed on best practices for handling complaints.