Complaints & Feedback.
Brokerly is committed to handling concerns fairly and transparently. If something has gone wrong, we want to hear about it so we can put it right. We aim to resolve all complaints within 30 days of receiving them.
Brokerly Co Pty Ltd (ACN 662 420 484) is a Credit Representative (544009) of BLSSA PTY LTD (ACN 117 651 760) Australian Credit Licence 391237.
Step 1 — Contact Brokerly directly
Most concerns can be resolved quickly through a direct conversation with our team. Please reach out using one of the channels below and provide your name, contact details and a clear description of the issue.
Step 2 — Our internal dispute resolution process
- Acknowledgement. We will acknowledge receipt of your complaint within 1 business day.
- Investigation. A senior team member who was not involved in the original matter will review the relevant records, conversations and documentation.
- Response. We will provide a written response outlining our findings and any proposed resolution. We aim to do this within 30 calendar days of receiving the complaint.
- Follow-up. If you accept our response, we will implement the agreed actions and confirm completion in writing.
Step 3 — External dispute resolution (AFCA)
If you are not satisfied with our response, or if we have not responded within 30 days, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent external dispute resolution scheme.