Legal

Compliments and Complaints

At Taylored Lending, we are committed to providing professional, responsive and personalised service to all clients.

We value your feedback and welcome both compliments and complaints as an opportunity to continually improve our service.

Compliments

If you have had a positive experience with Taylored Lending, we would love to hear from you. Your feedback is greatly appreciated and helps us continue delivering a high standard of service.

Complaints and concerns

If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can work towards a fair and timely resolution.

Please provide as much detail as possible regarding your concern or complaint so we can investigate effectively.

Resolution process

We aim to acknowledge complaints within one business day and endeavour to resolve complaints as quickly as possible.

If additional time is required to investigate your complaint, we will keep you informed throughout the process.

As Taylored Lending operates under Finsure Finance and Insurance Pty Ltd Australian Credit Licence Number 384704, unresolved complaints may be escalated through Finsure’s internal dispute resolution process.

Escalating your complaint

If you are not satisfied with our response, you may contact Finsure directly:

Email: [email protected]
Phone: 1300 346 787 (Option 3)
Mail:
Complaints Officer
Finsure Finance and Insurance Pty Ltd
Level 27, 10 Carrington Street
Sydney NSW 2000

External dispute resolution

If your complaint remains unresolved, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority
Email: [email protected]
Phone: 1800 931 678
Mail:
GPO Box 3
Melbourne VIC 3001