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Compliments & Concerns

At Black Lab Finance, we pride ourselves on being by your side every step of the way — and that includes listening when something doesn’t go as expected.

If you have feedback, whether it’s a compliment or a complaint, we’d like to hear from you. Your input helps us improve and continue delivering the high level of service our clients deserve.

 

How to make a complaint

If you’re unhappy with our service, please let us know as soon as possible so we can work towards resolving it promptly and fairly. You can contact your broker directly, or reach us using any of the following:

 

If you require accessibility assistance, including translation or language support, please let us know so we can assist.

 

If your concern is not resolved

Black Lab Finance is a credit representative of Connective Credit Services Pty Ltd (ACL 389328). If we are unable to resolve your complaint to your satisfaction, you can escalate the matter to Connective’s Compliance Team using the details below:

 

External Dispute Resolution

If your complaint still remains unresolved, you may refer the matter to the Australian Financial Complaints Authority (AFCA) — a free, independent service established to help consumers and financial firms resolve disputes.

 

AFCA may ask that our internal process be completed before considering the matter further.