This policy outlines how Three C Financial manages complaints to ensure all clients are treated fairly, transparently, and in line with our obligations under Australian law, including ASIC Regulatory Guide 271 (Internal Dispute Resolution) and AFCA requirements.

At Three C Financial, we are committed to providing high-quality service and maintaining trust with our clients. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can resolve the issue promptly and fairly.

Clients can lodge a complaint by:

Phone: 0459 176 547

Email: deeyana@threecfinancial.com.au
Post: 16 Duffy Street, Burwood, VIC, 3125

In person: 16 Duffy Street, Burwood, VIC, 3125

• We will acknowledge your complaint within one (1) business day, or as soon as practicable.

• We will aim to resolve your complaint within 30 calendar days of receiving it.

• If your complaint relates to hardship, default, or postponement of enforcement proceedings, it will be handled as a priority.

If we cannot resolve your complaint within this timeframe, we will inform you of the reason for the delay and your right to escalate it.

All complaints are managed by our Compliance Officer or delegated complaints officer, who will:

1. Record the details of the complaint in the Complaints Register.
2. Investigate the issue fairly and impartially.
3. Communicate the outcome in writing, including the reasons for the decision and any proposed resolution.
4. Provide information on how to escalate the complaint to AFCA if you are not satisfied with the outcome.

If you are not satisfied with the outcome of your complaint, or if it is not resolved within the required timeframe, you may refer the matter to the Australian Financial Complaints Authority (AFCA):

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

Mail: GPO Box 3, Melbourne VIC 3001

AFCA provides fair and independent financial services complaint resolution at no cost to consumers.