Mr. Financier – Complaints & Dispute Resolution Policy

At Mr. Financier, we value transparency, fairness, and accountability. We recognise that feedback and complaints provide an important opportunity to improve our services, systems, and customer experience.

If you are dissatisfied with any aspect of our service, decision, or conduct, we encourage you to let us know so we can work with you to resolve the issue promptly and fairly.

We are committed to handling all complaints objectively, respectfully, and without bias. Every complaint is assessed on its individual merits, taking into account the specific facts and circumstances involved.

How to Make a Complaint

If you are unhappy with any part of our service, please follow the steps below.

Step 1 – Contact Us Directly

In most cases, concerns can be resolved quickly by contacting us directly.

You may lodge a complaint using any of the following methods:

Email:
📧 kunal@mrfinancier.com.au

Phone:
📞 +61 479 099 997

Postal Address:
Mr. Financier
Melbourne, Australia

Please provide as much detail as possible about your concern, including relevant dates, documents, and the outcome you are seeking.

Accessibility & Additional Support

Mr. Financier is committed to ensuring our services are accessible to everyone.

You may choose to appoint a representative to assist you with your complaint, such as:

• A financial counsellor

• A legal representative

• A family member or friend

We will communicate with your nominated representative once we receive your authorisation.

Step 2 – Our Complaint Review Process

Once your complaint is received:

• We aim to acknowledge your complaint within 1 business day, where possible.

• Our team will review the matter thoroughly and keep you informed of progress.

• We strive to resolve complaints as quickly as possible.

In most cases, complaints are resolved within 30 calendar days, unless the matter is complex, involves third parties, or requires information that is not immediately available.

Step 3 – Independent External Review

If you are not satisfied with our response, or if your complaint is not resolved within a reasonable timeframe, you have the right to escalate the matter to an independent external dispute resolution body.

External Dispute Resolution – AFCA

The Australian Financial Complaints Authority (AFCA) provides free, fair, and independent dispute resolution for consumers.

AFCA Contact Details:

🌐 Website: www.afca.org.au
📧 Email: info@afca.org.au
📞 Phone: 1800 931 678 (free call)
✉️ Post:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Australia

Our Commitment

At Mr. Financier, our goal is to deliver clear advice, ethical service, and practical finance solutions.
Complaints are handled seriously and confidentially, with a focus on achieving fair outcomes and maintaining long-term client trust.

Founder: Kunal Marwah
Business Name: Mr. Financier
Location: Melbourne, Australia