Internal Dispute Resolution Policy

The Financial District Pty Ltd
Authorised Credit Representative under Australian Credit Licences 390120 & 558058

1. Purpose

The Financial District Pty Ltd (“The Financial District”, “we”, “us”, “our”) is an Authorised Credit Representative operating under Australian Credit Licences 390120 and 558058, which are held by our directors.

The relevant credit licence applicable to your transaction will be disclosed in your Credit Guide and related documentation.

We are committed to providing high-quality financial services and maintaining effective, transparent, and fair processes for resolving complaints.

This Internal Dispute Resolution (IDR) Policy outlines how we manage and resolve complaints in accordance with:

National Consumer Credit Protection Act 2009 (NCCP)
ASIC Regulatory Guide 271 – Internal Dispute Resolution (RG 271)
Australian Securities and Investments Commission (ASIC) requirements
Australian Financial Complaints Authority (AFCA) standards

2. What is a Complaint?

A complaint is:

“An expression of dissatisfaction made to or about us, our services, our staff, or our handling of a complaint, where a response or resolution is explicitly or implicitly expected.”

Complaints can be made verbally or in writing.

3. How to Lodge a Complaint

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

Email: contact@thefinancialdistrict.com.au
Phone: 1300 23 50 33
Mail: PO Box 1047, Double Bay NSW 1360
Online: www.thefinancialdistrict.com.au

We encourage you to provide:

Your name and contact details
Details of your complaint
Any supporting documents
Your preferred outcome

You may appoint a representative to act on your behalf.

4. Our Complaint Handling Process

Step 1: Acknowledgement

We will acknowledge your complaint within one business day of receipt, or as soon as practicable.

Step 2: Assessment & Investigation

Your complaint will be reviewed by an appropriately authorised Complaints

Officer under the relevant credit licence

We will assess your complaint objectively and fairly
We may request additional information where necessary

Step 3: Response

We will provide you with a written response that includes:

The outcome of your complaint
Reasons for our decision
Information about your right to escalate the complaint

Designated Complaints Officers:

ACL 390120: Desiree Dietrich
ACL 558058: John Brice

5. Timeframes

We aim to resolve complaints as quickly as possible. Maximum timeframes are:

Standard complaints: within 30 calendar days
Credit-related complaints involving default notices or hardship: within 21 calendar days
Requests for hardship assistance: within 21 calendar days

If we are unable to resolve your complaint within these timeframes, we will:

Inform you of the delay
Explain the reasons
Provide a new expected timeframe
Advise you of your right to escalate to AFCA

6. Outcomes

Where appropriate, we will offer remedies which may include:

Explanation or clarification
Apology
Correction of records
Compensation or goodwill gestures- Changes to processes to prevent recurrence

7. Fees

We do not charge any fees for making or handling a complaint through our Internal Dispute Resolution process.

8. Escalation to External Dispute Resolution

If you are not satisfied with our response, or we do not resolve your complaint within the required timeframe, you may escalate your complaint to:

Australian Financial Complaints Authority (AFCA)

Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001

AFCA provides a free, independent dispute resolution service.

9. Accessibility & Support

We are committed to making our complaint process accessible to all clients. If you require assistance:

Interpreter services can be arranged
Alternative formats are available upon request

10. Record Keeping

We maintain records of all complaints, including:

Details of the complaint
Actions taken
Outcomes

These records help us identify systemic issues and improve our services.

11. Availability of this Policy

This policy is available:

On our website: www.thefinancialdistrict.com.au
Upon request, free of charge

12. Contact Us

For any questions regarding this policy or to lodge a complaint:

The Financial District Pty Ltd
Authorised Credit Representative under ACLs 390120 & 558058
Office Address: Suite 6, 377 New South Head Road, Double Bay NSW 2028
Postal Address: PO Box 1047, Double Bay NSW 1360
Email: contact@thefinancialdistrict.com.au
Phone: 1300 23 50 33
Website: www.thefinancialdistrict.com.au