1. We want to hear from you
If you are dissatisfied with our service, communication, credit assistance or the way we have handled your enquiry or application, please contact us and give us the opportunity to review the matter.
You can complain verbally or in writing. We encourage written complaints where practical so that we can understand the issues clearly and respond appropriately.
2. How to make a complaint
When making a complaint, please provide your name, contact details, a description of the issue and any information that may help us investigate it.
3. Our internal dispute-resolution process
- We acknowledge and record your complaint.
- We review the information available and may contact you for further details.
- We assess the complaint fairly and consider an appropriate response or resolution.
- We provide our decision and, where required, reasons for that decision.
For firms subject to ASIC’s IDR framework, standard complaints generally require an IDR response within 30 calendar days, subject to the applicable exceptions and complaint-specific timeframes. citeturn453706search4
4. If we need more time
Where the applicable rules permit an extension, we may notify you that additional time is needed and explain the reason for the delay and the next steps available to you.
5. External dispute resolution
Verification required: before publishing, confirm SILAM Finance’s current AFCA membership and insert the exact member/licensee details required by your compliance arrangements. Do not state that SILAM is an AFCA member unless that is confirmed.
If your complaint is not resolved internally and SILAM Finance is required to participate in the Australian Financial Complaints Authority (AFCA) scheme for the relevant matter, you may be able to escalate the complaint to AFCA.
AFCA considers complaints about a range of credit, finance and loan products and services. citeturn185682search10
Visit afca.org.au for current contact and eligibility information.
6. Privacy complaints
If your complaint concerns the handling of personal information, please contact us first so that we can investigate it. You can also review our Privacy Policy.