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Complaint Resolution

Our primary objective is to assist individuals facing financial difficulties in resolving their debt obligations fairly and with supportive guidance. We expect all interactions with our staff to be conducted in a respectful and professional manner.

If, however, you find that the conduct of any of our team members falls short of your expectations and wish to file a complaint, please reach out to our Internal Dispute Resolution (IDR) team. Please direct all correspondence to:

The Internal Dispute Resolution Team

Should you remain dissatisfied with the response received from the IDR team, you have the option to request a review. If your complaint pertains to a debt that has been acquired or assigned to Coastal Mercantile Pty Ltd, you have the right to escalate your concern to Coastal Mercantile’s designated External Dispute Resolution (EDR) scheme for an independent review. Coastal Mercantile is a registered member of the Australian Financial Complaint Authority (AFCA Scheme).

The Internal Dispute Resolution Team

To submit a complaint through our website, please complete the form below and click “submit.” We are committed to addressing your concerns promptly.

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Complaints Form