Your voice helps us improve our services
At Brilliant Finance Group, we are committed to providing high-quality service to all our clients. We value your feedback, whether it's a compliment, suggestion, or complaint. Your input helps us continuously improve our services and ensures we meet your expectations.
We love hearing from our clients. Whether you had a great experience or have suggestions for how we can improve, we want to know. Your feedback helps us:
If you've had a positive experience, we'd also appreciate if you could share a Google Review to help other property investors find us.
If you are unhappy with any aspect of our service, we want to hear about it so we can put things right. You can make a complaint by contacting us directly:
Contact Brilliant Finance Group
When making a complaint, please provide:
We take all complaints seriously and aim to resolve them as quickly as possible. Here's what you can expect:
We will acknowledge your complaint within 1 business day and provide you with a reference number.
We will thoroughly investigate your complaint, reviewing all relevant information and speaking with anyone involved.
We aim to resolve most complaints within 21 days. For complex matters, we will keep you informed of progress and provide a final response within 30 days.
We will provide you with a written response outlining our findings and any actions we have taken or will take to address your concerns.
If we are unable to resolve your complaint to your satisfaction, you may escalate the matter to our licensee:
QED Credit Services Pty Ltd
Phone: 1300 553 200
Email: compliance@qedcredit.com.au
If your complaint remains unresolved after going through our internal process and our licensee's process, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service.
Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: GPO Box 3, Melbourne VIC 3001
There are time limits for lodging certain complaints with AFCA, so you should act promptly. Visit the AFCA website to check if a time limit applies to your type of complaint.
Any personal information you provide when making a complaint will be handled in accordance with our Privacy Policy. We will only use this information to investigate and respond to your complaint.
We're here to help. Don't hesitate to reach out.
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