Complaints Process / Internal Dispute Resolution (IDR)

At SW Global Finance, we are committed to delivering high-quality services and treating our clients with fairness and transparency. If you are dissatisfied with any part of our service, we encourage you to let us know so we can resolve the issue as quickly as possible.

1. How to Lodge a Complaint

You can make a complaint using any of the following methods:

Please include:

  • Your full name and contact details
  • A clear description of the issue
  • Any supporting documents or relevant information

2. What Happens After You Make a Complaint

  • Acknowledge your complaint within 2 business days
  • Conduct a fair, objective, and thorough investigation
  • Aim to resolve the issue within 30 calendar days

If we require more time, we will keep you informed and provide regular updates.

3. Our Response

You will receive a written response that includes:

  • The outcome of our investigation
  • The reasons for our decision
  • Any steps we will take to resolve the issue

4. If You Are Not Satisfied

If you are not satisfied or your complaint has not been resolved within 30 days, you may contact an external body:

Australian Financial Complaints Authority (AFCA)

Finance Brokers Association of Australia (FBAA)

5. Record Keeping

We are required to retain records of your complaint and how it was handled for at least seven (7) years in compliance with regulatory requirements.

Last updated: 01/08/2025