Complaints

At Bridgit, we aim to provide the very best service for our customers

This policy provides information about Bridgit Financial Services Pty Ltd ACN 648 580 901, Australian Credit Licence 532542 and our related entities (we/us/our) internal dispute resolution (IDR) service. Our IDR service is provided to you free of charge.

If you are not satisfied with our IDR service please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our IDR service which is designed to deal with complaints genuinely, efficiently and effectively.

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How do you lodge a complaint?

You can lodge a complaint by contacting us at:

Email: complaints@bridgit.com.au
Phone: 1300 141 161
‍In writing: Level 1, 279 Clarence St, Sydney, NSW, 2000 - Grace House

You may also lodge a complaint by speaking to any representative of our business who will refer you to our complaints management team.

Please explain the details of your complaint as clearly as you can. You may do this verbally or in writing.

In order to assist complainants who might need additional assistance to lodge a complaint, we:

  • offer multiple methods for lodging complaints, including phone, email, letter, in person, or online;
  • do not require complaints to be in writing;
  • enable people to adjust the font size of information on our website;
  • provide IDR process training to all staff, not just complaints management staff;
  • may arrange an interpreter or other assistance for complainants who experience language or other difficulties if requested; and
  • allow representatives to lodge complaints on behalf of complainants, including financial
    counsellors, legal representatives, family members and friends.

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How will we deal with your complaint?

When we receive a complaint, we will do our best to resolve it promptly. To help us do this we ask that you provide:

  • all essential and relevant information, documents, written statements and any other materials that may assist in resolving the complaint; and
  • any additional information that we may reasonably request.

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Our process for dealing with complaints is as follows:

  • Acknowledgement: We will acknowledge receipt of your complaint promptly – that is, within one business day of receiving it, or as soon as practicable.
  • Assessment and investigation: We will review your complaint carefully and promptly, taking such steps and reviewing such documents as reasonably necessary.
  • IDR response: We will provide an ‘IDR response’, which is a written communication that sets out the final outcome of your complaint through our IDR process and your right to take your complaint to the Australian Financial Complaints Authority (AFCA) if you are not satisfied with the IDR response. If we reject or partially reject your complaint, we will clearly set out the reasons for our decision.

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Response timeframes

Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint.

However, for some specific types of credit-related complaints, the following response timeframes apply.

  • Credit-related complaints involving default notices: No later than 21 calendar days after receiving the complaint.
  • Credit-related complaints involving hardship notices or requests to postpone enforcement proceedings: No later than 21 calendar days after receiving the complaint. Exceptions apply if we do not have sufficient information to make a decision, or if we reach an agreement with you.

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We do not need to provide an IDR response to you if we close your complaint by the end of the fifth business day after receipt because we have:

  • resolved the complaint to your satisfaction; or
  • given you an explanation and/or apology we can take no further action to reasonably address your complaint.

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However, we must provide a written IDR response for complaints closed by the end of the fifth business day after receipt if:

  • the complainant requests a written response; or
  • the complaint is about hardship.

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What if you are not satisfied?

If you are not satisfied with our response to your complaint or we do not reach agreement within the prescribed time frame, you may refer the complaint to the AFCA scheme.

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The AFCA scheme can be contacted by:

Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au

The AFCA scheme is a free service which provides you with an independent mechanism to resolve certain complaints.