Complaints Handling Process

Complaints Handling Process 2023-02-17T03:51:22+00:00

FINSLAP complaints handling Process

Our Process

If you have a complaint, you can advise us by one of the following methods:

  1. Contact Darren Jew directly via email, mail or and direct your complaint to FEEDBACK at [email protected]
  2. Completing any feedback form that we may make available to you.

Your complaint will be acknowledged by a staff member within 3 business days of receiving it.

In the process of investigating your complaint, we may request additional information from you to assist us in reaching the most equitable outcome.

We will endeavour to provide you with a resolution within 10 business days of receipt. However, if there is a delay, we will inform you of the reasons for the delay and maintain communication with you throughout our investigation.

Privacy Policy Process

If you have a complaint about how we handled your personal information, please contact us (details below). Please note that we will ask you to lodge your complaint in writing.

We will: within 14 business days of receiving your complaint in writing – acknowledge receipt of your complaint; and within 45 business days of receiving your complaint – investigate the circumstances of your complaint and provide you with a response.

All communication will be in writing unless there is a mutual agreement otherwise.


If a complaint cannot be resolved to your satisfaction, we will advise you what other options you have available.



E: [email protected]   |   T: +61 4 27 127 484