EFFECTIVE 9 MAY 2026
Complaints
We take complaints seriously. If something hasn't gone as it should, we want to know — and we have a clear process for resolving it.
Compliance basis · ASIC Regulatory Guide 271 (RG 271) Internal Dispute Resolution
How to raise a complaint with us
You can raise a complaint with us at any time:
[PO Box pending — see Pre-Deployment Action Register PDA-002. Until then, phone or email only.]
We aim to:
- Acknowledge your complaint within 1 business day of receipt, where practicable
-
Provide a written response (Internal Dispute Resolution response) within:
- 30 calendar days for standard complaints
- 21 calendar days for credit-related complaints involving:
- hardship notices
- default notices
- requests to postpone enforcement proceedings
If we cannot meet these timeframes due to exceptional circumstances, we will write to you before the deadline expires, explaining why, and informing you of your right to escalate to AFCA.
What our written response will contain
When we provide a final response to your complaint, it will:
- Identify the complaint with a unique reference number (BFS scheme:
CMP-YYYY-NNN) - State the final outcome (one of: complaint upheld and remedy proposed; complaint upheld and you are offered a remedy; complaint not upheld with reasons)
- Where the complaint is not fully upheld, provide reasons for the decision in sufficient detail for you to understand the basis
- State your right to escalate to the Australian Financial Complaints Authority (AFCA)
- Include AFCA’s contact details (below)
Hardship-related complaints (special handling per RG 271)
If your complaint relates to a hardship notice and we need further information from you to assess it, the response timeframe may be paused while we wait for that information. We will tell you in writing if this happens and what we need.
If we and you reach agreement on a hardship arrangement during the response window, the matter may close without a formal IDR response — but the agreement will be documented in writing and provided to you.
Escalation to AFCA
If you are not satisfied with our response or the way we have handled your complaint, you can refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
1800 931 678 (free call)
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Time limits may apply to complain to AFCA. Consult AFCA or visit their website for further details.
Privacy complaints
If your complaint relates specifically to how we have handled your personal information, you can also escalate to the Office of the Australian Information Commissioner (OAIC):
Our complaints register
We maintain an internal Complaints Register, retained for 7 years per NCCP Act record-keeping obligations. William Sun personally reviews every complaint (BFS is a single-broker practice; there is no team layer to escalate through).
We report aggregate complaint statistics to LMG and ASIC where required under reportable-situations obligations (RG 78).