Compliments and Concerns

We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.

We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
 

COMPLIMENTS

Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.

If one of our representatives has provided you with exceptional service, please let us know using the details below, so that we can further encourage them via this feedback process.
 

RAISING A CONCERN

If you are unhappy with our service, please contact Christian Tucker at Avantgarde Financial Brokerage:

Email: christian@agfb.com.au
Phone: 0447 654 321

You can make a complaint verbally or in writing. Please tell us what happened and the outcome you would like. There is no charge for making a complaint. Let us know if you need help communicating your concern.
 

HOW WE HANDLE COMPLAINTS

We aim to acknowledge your complaint within one business day, or as soon as practicable. We will investigate fairly, keep you informed and work with our credit licensee, Connective, where required.

For standard complaints, we will provide a written outcome within 30 calendar days of receiving your complaint, unless a permitted exception applies. Our response will explain the outcome, reasons and your options for further review. If a permitted delay prevents a response within that period, we will write before the deadline to explain the delay and provide your AFCA escalation rights and contact details. Different timeframes can apply to certain credit complaints.

You can contact Christian at any time for an update.
 

INDEPENDENT REVIEW

If you are dissatisfied with the response, or your complaint remains unresolved after the applicable response period, you can contact the Australian Financial Complaints Authority. AFCA provides independent financial dispute resolution at no cost to consumers.

Website: https://www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 — free call
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits apply. Contact AFCA promptly to check the deadline relevant to your complaint.