Complaints Handling

Step 1 — Contact Us

If you have a complaint, please contact us first. As a credit representative, complaints are referred directly to Viking Asset Aggregation Pty Ltd as the credit licensee for handling.

Please provide as much detail as possible about your complaint, including any relevant dates, reference numbers, and the outcome you are seeking.

Step 2 — We Investigate

We will acknowledge your complaint within 1 business day of receipt. Our Complaints Officer will review your concerns and investigate the matter thoroughly. We aim to resolve all complaints within 30 days. If we need more time, we will let you know and keep you updated on our progress.

Step 3 — Our Response

Once our investigation is complete, we will provide you with a written response that explains:

• • The outcome of our investigation
• • Any action we have taken or propose to take
• • Our reasons for the decision

If we find that we have made a mistake, we will apologise and take steps to put things right.

Step 4 — External Dispute Resolution

If you are not satisfied with our response, or if we have not resolved your complaint within 30 days, you may refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme that provides free and impartial dispute resolution services.

Time limits: Generally, you must refer a complaint to AFCA within 6 years of the event you are complaining about, or within 2 years of when you became aware of the issue (whichever is later).

Your Rights

• • Be treated with respect and courtesy
• • Have your complaint dealt with in a fair and transparent manner
• • Be kept informed of the progress of your complaint
• • Receive a timely response
• • Escalate your complaint to AFCA if you are not satisfied

You will not be charged any fees for making a complaint, and your ongoing access to services will not be affected by making a complaint in good faith.