Complaints and resolution.

We handle complaints fairly, transparently, and in accordance with Australian financial services law.

Our process

How we handle your complaint.

Lodge a complaint

complaints@siare.com.au

On this page

Regulatory compliance

Step 01

Raising a complaint

You can lodge a complaint with Siare in writing via email to complaints@siare.com.au, by phone on +61 422 581 552, or by completing the form on this page. We accept complaints from borrowers, brokers, advisers and partners. There is no fee to lodge a complaint.

Your complaint should include your name, contact details, a clear description of the issue, the date it occurred, and any relevant documentation. The more information you provide, the faster we can investigate and resolve the matter.

Step 02

Response timelines

Siare aims to acknowledge receipt of your complaint within one business day. We will provide a substantive response within ten business days of receiving your complaint.

If we cannot resolve the matter within this timeframe, we will provide you with a progress update and an expected resolution date. For complex matters, we may require up to 30 calendar days to investigate fully. We will keep you informed throughout the process.

Step 03

Internal review.

All complaints are reviewed by our Compliance Officer and escalated to senior management where necessary. We investigate complaints thoroughly and impartially.

If we uphold your complaint, we will take corrective action and provide you with a remedy. If we do not uphold your complaint, we will explain our decision in writing with reference to the relevant facts and applicable law. You have the right to request an internal review of our decision.

Step 04

Escalation to AFCA.

If you are not satisfied with our response or internal review, you have the right to escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme established under the Australian Securities and Investments Commission Act 2001 (Cth).

AFCA can investigate complaints about financial services and products provided by Australian Financial Services Licensees. Siare is an Australian Financial Services Licensee (AFSL 247858) and is a member of AFCA. You can lodge a complaint with AFCA free of charge.

For home loans, Siare's credit licensee is Connective Credit Services Pty Ltd (Australian Credit Licence 389328) — AFCA remains the external dispute resolution scheme for these complaints too.

Step 05

AFCA contact details

Australian Financial Complaints Authority (AFCA), GPO Box 3, Melbourne VIC 3001. Phone 1800 931 678 (free call). Email info@afca.org.au. Website www.afca.org.au.

AFCA can consider complaints about financial services and products, including disputes about the handling of your complaint by Siare. AFCA's determination is binding on Siare, subject to your right to pursue other remedies. You should refer to AFCA's website for information about AFCA's jurisdiction, timeframes and procedures.

Step 06

Regulatory compliance.

Siare maintains a complaints register recording each complaint received, the issues raised, the outcome and the time taken to resolve it. Complaints data is reviewed by our Compliance Officer to identify recurring issues and improve our processes.

This page should be read together with our Financial Services Guide, Privacy Policy and AFSL disclosure.

Lodge a complaint

Complaints

Submit a complaint.

We'll respond within one business day

complaints@siare.com.au

+61 422 581 552

Level 2, 161 Collins Street, Melbourne VIC 3000

Thank you. We'll be in touch shortly.

Something went wrong. Please try again.