It is always great to receive feedback.

What if I have a concern?

Gold Seal Finance has developed internal dispute resolution procedures to assist you to resolve a complaint or concern about our services. Our internal dispute resolution procedures are free of charge. We are also a member of an independent and industry approved external dispute resolution scheme, the Australian Financial Complaints Authority.

How to make a complaint

In the first instance, please contact Nick Savonoff to submit your complaint. We would like to be the first to know if you are not happy with our services. You can contact us verbally or in writing. Nick Savonoff may request you to provide certain documents and other information to fully understand your complaint and the remedy you are seeking.

Gold Seal Finance response

We will:

1. confirm receipt of your complaint within 24 hours; and
2. endeavour to resolve your complaint within 5 business days. If your complaint is complex, we will endeavour to resolve it within 10 business days.

If resolution of your complaint is not likely within these timeframes, we will keep you informed at regular intervals about the progress of our investigations and response.

If your complaint is not satisfactorily resolved by Gold Seal Finance within a reasonable period of time, you can escalate your complaint to our finance aggregator, Connective on 1300 656 637.

If appropriate, we may also refer the complaint to Connective for independent consideration or input.

What if I am still not satisfied?

If you are still not satisfied with the outcome, you have the option at any time to contact the Australian Financial Complaints Authority- 1800 931 678.