Complaints Handling
How to make a complaint and our commitment to resolving your concerns
Last updated: February 2026
Our Commitment
At JLP Financial, we are committed to providing excellent service. If you are not satisfied with any aspect of our service, we want to hear about it. We take all complaints seriously and will work to resolve your concerns fairly and promptly.
What Is a Complaint?
A complaint is an expression of dissatisfaction about our products, services, staff, or handling of a complaint, where a response or resolution is expected. This could include:
- Concerns about the service you received
- Issues with how your application was handled
- Disputes about fees or charges
- Privacy concerns
- Any other matter where you feel we haven't met your expectations
How to Make a Complaint
You can lodge a complaint through any of the following methods:
- Phone: +61 433 773 021
- Email: info@jlpfinancial.com.au
- Post: Complaints Officer, JLP Financial Pty Ltd, Australia
When making a complaint, please provide as much detail as possible including your name, contact details, the nature of your complaint, and any relevant documentation.
Our Complaints Process
Contact Us Directly
Contact us by phone or email to discuss your complaint. Many issues can be resolved quickly through direct conversation.
Timeline: Immediate acknowledgment
Formal Complaint Submission
If the issue isn't resolved, submit a formal written complaint. We'll acknowledge receipt and assign a complaints handler.
Timeline: Within 1 business day
Investigation
We investigate the complaint thoroughly, reviewing relevant documentation and speaking with parties involved.
Timeline: Up to 21 days
Resolution
We provide a written response with our findings and any remedial action. We'll explain our reasons and next steps.
Timeline: Within 30 days of complaint
Response Timeframes
We aim to resolve complaints as quickly as possible. Our standard timeframes are:
- Acknowledgment: Within 1 business day
- Initial response: Within 5 business days
- Final resolution: Within 30 calendar days
If your complaint is complex and requires more time, we will keep you informed of our progress and expected resolution date.
External Dispute Resolution
If you are not satisfied with our response to your complaint, or if we have not resolved your complaint within 30 days, you may escalate the matter to our external dispute resolution (EDR) scheme.
The Australian Financial Complaints Authority (AFCA) provides a free and independent service for resolving financial complaints.
- Website: www.afca.org.au
- Phone: 1800 931 678
- Email: info@afca.org.au
- Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to AFCA complaints, so we recommend contacting them promptly if you wish to escalate your complaint.
Keeping Records
We maintain records of all complaints and their outcomes to help us improve our services. These records are kept confidential and handled in accordance with our Privacy Policy.
Further Information
If you have questions about our complaints process or need assistance lodging a complaint, please contact us:
- Phone: +61 433 773 021
- Email: info@jlpfinancial.com.au