Compliments & Concerns

We always work hard to build strong and lasting relationships with our clients. By listening to your feedback, we can address any immediate concerns and continually improve our products and services.

We know there are times when you may wish to compliment us on something we have done well, and other times when you may wish to tell us we have not met your expectations. We welcome both.

Compliments

Our team is always delighted to know they have succeeded in making your experience a pleasant and successful one. If a member of the Ignite team has provided you with exceptional service, please let us know - it helps us recognise and encourage great work.

You can share a compliment by emailing [email protected], calling 08 8379 3636, or leaving us a Google review.

Concerns

If, for any reason, you do not feel that you have received the highest standard of care from us, we encourage you to share this with us. We have developed a process that makes it easy for you to raise concerns and for them to be addressed quickly and fairly.

To lodge a concern, please contact us with as much detail as possible:

Complaints Officer: Ali Hamid
Email: [email protected]
Phone: 08 8379 3636
Post: Ignite Financial Solutions, Adelaide SA

Need an Update on Your Complaint?

If you have already lodged a complaint with us, you can contact us at any time for an update. Please refer to your earlier communication so we can respond effectively.

Resolution Timeline

We will try to deal with your complaint on the spot wherever possible. If this is not possible, we will write to you to acknowledge your complaint within 5 business days. We will treat you fairly and work to resolve your complaint as soon as possible.

In the rare event we are still investigating your complaint after 45 days, we will write to you to explain why and advise when we expect to complete our investigation.

When we have completed our investigation, we will write to let you know the outcome and the reasons for our decision.

Taking It Further

We hope you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved or you have not heard from us within 45 days, you can have your complaint heard by an independent party - the Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678 (free call)
Website: www.afca.org.au
Post: GPO Box 3, Melbourne VIC 3001