Need Help?
We value your feedback
Source Funding are committed to the delivery of excellence by adhering to the highest
customer service standards.
Whether you are providing feedback, paying a compliment or making a complaint, your
input is the key to improving our products and services.
Providing your feedback to us
Your feedback helps us maintain a high standard of service and ensures that our products
and services match your needs. If you would like to provide some feedback or make a
suggestion about how we can improve our service, please let us know.
Paying a compliment
If you have received exceptional service from our staff we would like to hear from you. Our
staff members appreciate receiving positive feedback from their customers.
Making a complaint
If you have encountered a problem with our service, or if you have any concerns about a
procedure or compliance issue, we would like to hear from you. We will investigate the
complaint, answer your questions and do everything we can to regain your confidence in us.
Source Funding has established a process for dealing with customer complaints that satisfies
our obligations under the relevant legislation.
You can tell us about your concerns either by telephone, e-mail or letter. We would
prefer the complaint to be made in writing, by either letter or e-mail, as this helps
to reduce the risk of misinterpretation or misunderstanding from our end.
To help us assist you with your concerns, we ask that you:
• gather all the supporting documents relevant to the complaint;
• think about the questions you would like us to answer; and
• tell us what you think would be a reasonable response to your complaint.
Once received, we will designate the relevant Complaint Resolution Officer or Senior
Manager, who will:
• gather information to investigate your complaint and identify the possible cause(s);
• consider the most effective course of resolution;
• communicate and discuss our findings with you and agree to a plan of action; and
• if a resolution cannot be reached, refer you to the relevant external dispute
resolution scheme.
Contact us
You may contact us to provide feedback, pay a compliment or make a complaint, in any of
the following ways.
1. By sending a letter to
Source Funding Pty Ltd Client Care
7/42 Bundall Road, Bundall QLD 4217
4. By sending an e-mail to enquiries@sourcefunding.com.au
5. By telephoning Client Care on 1800 399 768
We would like to assure you that at Source Funding all matters are dealt with seriously and in
a confidential manner.
Dispute Resolution
We expect that our front line customer service staff and managers will completely resolve
the issues you raise. If, despite our best efforts, you believe your complaint has not been
satisfactorily dealt with, you may wish to contact an External Dispute Resolution Scheme.
These schemes may be able to assist you to resolve your complaint, but only after you have
made use of our internal complaints handling process.
Source Funding customers are able to refer their concerns to the Australian Financial
Complaints Authority.
The Australian Financial Complaints Authority (ACFA) – from 1 November 2018
ACFA provides fair and independent financial services complaint resolution that is free to
consumers.
Website: www.afca.org.au
Email: info@acfa.org.au
Telephone: 1800 931 678
Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001