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Feedback & Complaint Resolution

 

We are committed to providing our customers with the best possible service.

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If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavor to deal with your complaint promptly, thoroughly and fairly.

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How to make a Complaint, and the Complaint Process.

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If you have a complaint, we request you follow these steps:

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1. In the first instance, please contact your finance broker/ credit assistance provider.

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 Alternatively, contact your finance broker directly by email or by phone.

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2. We may ask for additional information and request you to put your complaint in writing

to ensure your issue is properly investigated.


3. In cases where your complaint will take longer to resolve, we will update you progressively.


4. If your complaint has not been resolved to your satisfaction within 5 business days, 

please contact our Licencee as detailed below. Ève Larosée of Elevate Capital is a person

who has been authorised by BLSSA Pty Ltd, the credit licensee, to engage in specified

credit activities on behalf of BLSSA Pty Ltd. 

 

  • Telephone: 03 9320 1082 Monday to Friday 9am to 5pm (AEST)

  • Email: resolutions@BLSSA.com.au

  • Mail: BLSSA Advice Complaints, Level 15, 360 Elizabeth Street, Melbourne VIC 3000

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Third Party Products or Services

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If your complaint relates to a product or service acquired through a third party (for example, a
lender) we may ask you to contact the relevant third party. They will deal with your complaint
under their complaints resolution process.


If you are not satisfied with the resolution of your complaint by the third party under their
complaints resolution process, you are entitled to have your dispute considered by their

External Dispute Resolution Scheme. Please contact the third party for further details.

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Keeping You Informed

 

Our Complaints Area will acknowledge receipt of your complaint within five business days. If unable to resolve the complaint/dispute to your satisfaction within five business days, they will write to you advising the procedures we will follow in investigating and handling your complaint.


Within 45 calendar days from the date you lodged the complaint with us, we will write to you advising you the outcome of the investigation and the reason/s for our decision, or if required, we will inform you if more time is needed to complete the investigation.
 

 

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