Complaints & Dispute Resolution
At Extra Mile Financial Services, we are committed to providing a high standard of service and building long-term relationships based on trust and transparency.
We value your feedback — whether it’s a compliment or a concern — as it helps us continually improve the way we work.
Feedback & compliments
If you would like to share feedback or a positive experience, we’d love to hear from you. Your comments help us recognise what’s working well and where we can do better.
You can contact us via:
- Phone: (08) 7225 7471
Email: info@extramilefinancial.com
How to make a complaint
If you have a concern or complaint about our services, please contact us directly in the first instance so we can work towards a resolution as quickly as possible.
You can lodge a complaint by:
- Phone
- In writing
Our internal complaints process
Once we receive your complaint:
- We will acknowledge receipt within 24 hours
- We will review the matter objectively and confidentially
- We may request additional information to assist our investigation
- We aim to resolve most complaints within 48 hours, where possible
- If more time is required, we will keep you informed
A complaint may result in:
- Acceptance of the complaint and, where appropriate, an offer of redress
- An offer of redress without accepting the complaint
- Rejection of the complaint, with clear reasons provided
We aim to finalise all complaints as soon as possible, and no later than 30 days from receipt.
If you are not satisfied
If you are not satisfied with our response, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA).
AFCA is an independent external dispute resolution scheme, free of charge for consumers.
AFCA contact details
Phone: 1800 931 678
Email: info@afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001
Website: www.afca.org.au
Privacy-related complaints
If your complaint relates specifically to the handling of personal information and remains unresolved, you may also contact the Office of the Australian Information Commissioner (OAIC).
Website: www.oaic.gov.au
Contact details
Extra Mile Financial Services
Phone: (08) 7225 7471
Email: info@extramilefinancial.com
Location: 121 King William Rd Unley SA 5061
Contact us
Our Adelaide office
We’re based in Adelaide and support clients across South Australia and Australia-wide.