Complaints
Last reviewed 28 October 2026
If something has gone wrong, we want to know and we want to fix it. Most concerns are resolved quickly with a direct conversation. This page sets out the steps if you would like to make a formal complaint.
Step 1: Tell Adam
Contact Adam Bacic directly at adam@charterpointfinance.com or 0474 459 253. Explain what happened and what outcome you are looking for. We will acknowledge your complaint promptly and aim to resolve it within five business days. If it needs more time, we will tell you why and keep you updated.
Step 2: Escalate to our licensee
If you are not satisfied with the response, you can escalate your complaint to Connective, the holder of Australian Credit Licence 389328, under which Adam is authorised as a Credit Representative. Connective has its own internal dispute resolution process and will review the matter independently.
Step 3: Australian Financial Complaints Authority
If your complaint is still unresolved, you can take it to the Australian Financial Complaints Authority (AFCA), the free and independent external dispute resolution scheme for financial services. You can reach AFCA at afca.org.au, on 1800 931 678, or by writing to GPO Box 3, Melbourne VIC 3001.
Time limits apply to AFCA complaints, so it is best not to delay. Raising a complaint with us or with AFCA costs you nothing.
Related: Privacy Policy · Credit Guide