Our commitment
FINDATSER PTY LTD is bound by the Internal Dispute Resolution (IDR) requirements set by ASIC under Regulatory Guide 271, by the National Consumer Credit Protection Act 2009, and by the Codes of Practice of the MFAA and FBAA. We take every complaint seriously and will handle it promptly, fairly, and in confidence — at no cost to you.
Step 1 — Talk to us first
In the first instance, please contact your broker Patrick Doherty. Most issues can be sorted out quickly by a direct conversation.
Step 2 — Internal Dispute Resolution (IDR)
Once you've lodged a complaint with us we will:
- Acknowledge your complaint within 1 business day of receiving it (or as soon as practicable).
- Try to resolve the complaint at first contact. If we cannot, we will escalate it to our Complaints Officer within 5 business days.
- Keep you informed of progress and ask for any further information we need to investigate properly.
- Provide a written final response within 30 calendar days of lodgement, setting out the outcome of our investigation and the reasons for our decision. If more time is required (for example, where the matter is complex), we will tell you why and when you can expect a response.
You can read ASIC's full IDR requirements in Regulatory Guide 271.
Step 3 — External Dispute Resolution (EDR)
If you are not satisfied with our final response, or if 30 days have passed without a decision, you can refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA is an independent, free, and binding external dispute resolution scheme approved by ASIC. Both FINDATSER PTY LTD and our Licensee Purple Circle Financial Services Pty Ltd are AFCA members.
Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Phone: 1800 931 678 (free call within Australia)
Email: info@afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001
AFCA can consider complaints about credit, lending, broker conduct, and related financial services. There are time limits on when a complaint can be lodged — details are on the AFCA website.
Privacy-related complaints
If your complaint is about how we have handled your personal information, you can also contact the Office of the Australian Information Commissioner (OAIC):
Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Mail: GPO Box 5218, Sydney NSW 2001
What we need from you
To help us investigate your complaint quickly, please give us (where possible):
- your name and preferred contact details;
- a clear description of what happened and when;
- the outcome you are seeking;
- copies of any relevant documents or correspondence.
Accessibility
If you need help lodging a complaint — including an interpreter, a hearing or speech assistance via the National Relay Service, or a support person on the call — please tell us. We will make reasonable adjustments at no cost to you.
Last updated: 5th of October 2026