Resolving Complaints

AAP Finance Brokers, Australian owned

We pride ourselves on giving you the right advice and guidance when it comes to arranging your home, investment, or business finance. However we do know that finance can be at times complex and mis-understandings can arise.

We welcome feedback whether it is good or bad, as this only helps us improve our service offering to our clients.

1. Your first step in resolving your complaint

If you wish to make a verbal or written complaint about any of our advice or company employee’s, the preferred first step would be contact your existing AAP Finance Broker. Click here to access the contact details of our current Finance Brokers.

2. Your next point of contact

If we are unable to resolve your complaint with your Finance Broker, you can contact the Managing Director and Founder of AAP Financial Solutions, Tony Haworth on 0417 087 187 or email Tony at tony@aapfb.com.

3. Your next point of contact

Should your complaint remain unresolved after contacting Tony Haworth from AAP Financial Solutions, the next step would be to contact our Aggregator, AFG, on (08) 9420 7888.

Should AAP Financial Solutions or AFG be unable to resolve your complaint then we would refer you to the Credit Ombudsmen Service, which we are a member of.

4. About the Credit Industry Ombudsman

Who is AFCA?
The Australian Financial Complaints Authority or ‘AFCA’ is the external dispute resolution (EDR) Authority to deal with complaints from consumers in the financial system. It is operated by a not-for-profit company limited by guarantee that has been authorised by the Minister for Revenue and Financial Services (Minister).

Membership of AFCA will be required under law or a licence condition. AFCA operations will be financed by contributions made by its members. The scheme will be free to consumers.

Australian Credit License (ACL) holders and Authorised Credit Representatives are required to be a member of the ASIC-approved external dispute resolution (EDR) scheme Australian Financial Complaints Authority (AFCA).

Should AAP Financial Solutions or AFG be unable to resolve your complaint then we would refer you to the Credit Industry Ombudsman, which we are a member of. Our membership number is:

  • AAP Finance Financial Solutions Pty Ltd – 46011

For more information on The Credit Industry Ombudsman please click on this link https://www.afca.org.au/