COMPLAINTS POLICY

Our commitment

Fix Bad Credit Pty Ltd (“FBC”, “we”, “us”) is committed to providing high-quality services and treating all clients fairly and respectfully.

We take all feedback seriously. If something has gone wrong, we want to know so we can resolve the issue quickly and improve our services.

We have an Internal Dispute Resolution (IDR) process in place to ensure complaints are handled efficiently, fairly, and in accordance with our regulatory obligations.

What is a complaint

A complaint is any expression of dissatisfaction made to us about our services, staff, or the handling of your matter, where a response or resolution is expected.

How to make a complaint

You can lodge a complaint with us using any of the following methods:

Complaints Manager

Fix Bad Credit Pty Ltd
PO Box 6540, Coffs Harbour Plaza NSW 2450
Email: resolutions@fixbadcredit.com.au
Phone: 1300 406 172

To help us resolve your complaint as quickly as possible, please provide as much detail as you can, including any relevant documents.

Our complaints process (IDR)

• We aim to resolve complaints at first contact where possible. 
• If your complaint cannot be resolved immediately, we will acknowledge receipt of your complaint within one (1) business day. 
• We will investigate your complaint and provide you with a written response outlining: 
  • the outcome of our investigation; and 
  • the reasons for our decision. 

We aim to provide a final response within 30 calendar days of receiving your complaint.

If we are unable to resolve your complaint within this timeframe, we will inform you of:

• the reason for the delay; and 
• your right to escalate your complaint.

Updates on your complaint

You can contact us at any time to request an update on your complaint. Please refer to your previous communication or any reference number provided.

Taking your complaint further

If you are not satisfied with our response, or if we have not resolved your complaint within 30 days, you may escalate your complaint to the independent external dispute resolution scheme:

Australian Financial Complaints Authority

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

AFCA provides fair, independent and free dispute resolution for consumers.

Continuous improvement

We value your feedback and use complaints to improve our services, systems, and client experience.

Effective date

This policy is effective as of 16 June 2026