Complaints Handling

At Credabl, we are committed to helping you and doing what’s right by our customers. If you’re not satisfied with any aspect of our service, we would like to hear from you. This will provide us with an opportunity to resolve any concerns you may have.

Credabl Pty Limited (Credabl) is mindful of the need to ensure that clients are treated fairly and consistently, and that we handle complaints or disputes internally in an efficient, timely and effective manner. This Complaint Handling Policy is aimed at ensuring that clients’ expressions of dissatisfaction are heard and that Credabl address them genuinely, efficiently and effectively. We believe that addressing complaints in this way can also assist us to improve our business systems, products and services.

Complaints covered by these procedures

Any complaint made to Credabl by a client about its products or services, or the complaints handling process itself, is covered by these complaint handling procedures.

Lodging a complaint

You can lodge a complaint by contacting Credabl as follows:

a. By email: clientresolution@credabl.com.au  

b. By post: Complaints Officer, GPO Box 455, Sydney NSW 2001

c. By phone: Client Service Team (1300 273 322 between 9am – 5pm AEDT, Monday to Friday)

To help us investigate and resolve your complaint effectively, please provide us with the following information with your complaint:

a. Your full name, address and contact phone number(s);

b. A description of your complaint;

c. Any supporting documentation or information that may support your complaint and assist us to resolve it; and

d. How you would like us to address your complaint.

Complaint Handling Process

If we receive your compliant in writing we will acknowledge receipt of it immediately.

Credabl will attempt to resolve your complaint within 30 days.

If you are dissatisfied with how we dealt with your complaint, please let us know and we will undertake a further review of your concerns. If you are still dissatisfied with the outcome and you are a resident in Australia, you have the right to refer your complaint to our external dispute resolution scheme, the Australian Financial Complaints Authority. Their contact details are as follows:

Australian Financial Complaints Authority

a. Online: www.afca.org.au

b. By email: info@afca.org.au

c. By phone: 1800 931 678 (free call)

d. By post: Australian Financial Complaints Authority

Reply Paid 252, GPO Box 3, Melbourne VIC 3001