Complaints

We love hearing positive feedback, but if you do have a complaint, please let us know so we can work towards resolving it promptly and fairly. You can make a complaint verbally or in writing by contacting your broker directly:

Ishan Goyal — Kiaara Loans
Phone: 0451 713 231
Email: ishan@kiaaraloans.com.au

Or by contacting Purple Circle Financial Services:

Email: compliance@purplecfs.com.au
Phone: 1300 366 406
Mail: Complaints Officer, Purple Circle Financial Services, 14A Porter Street, Beaconsfield, WA 6162, Australia

Resolution

We will try to resolve your complaint immediately. If this is not possible, we will treat you fairly and work to resolve it as soon as possible. Wherever possible, we aim to provide our formal response within two weeks of receiving your complaint. In the rare event we are still investigating after 45 days, we will write to explain why and let you know when we expect to complete our investigation.

External Dispute Resolution Scheme

If we do not reach an agreement on your complaint, you may refer it to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA).You can contact AFCA using any of the following:
Online: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (toll free)
Mail: GPO Box 3, Melbourne VIC 3001

External dispute resolution is a free service that provides you with an independent mechanism to resolve specific complaints. You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that it be completed before considering the matter further.