Apply NowOur Communication
Protocol
We believe you deserve to know exactly how and when we will communicate with you. This page outlines our response time commitments, preferred channels, and the full escalation path — including your right to access AFCA at no cost.
What You Can Always Expect
We respond fast
All enquiries acknowledged within 4 business hours. Urgent matters same day.
We communicate clearly
Plain English, no jargon. We explain every step of your loan journey.
We are transparent
You will always know your application status, next steps, and any issues.
We protect your privacy
All communications are handled in accordance with the Privacy Act 1988 (Cth).
We treat you fairly
We follow ASIC's Regulatory Guide 271 and the FBAA Code of Practice.
We resolve complaints properly
Formal IDR process with AFCA access if needed. No cost to you.
How to Reach Us
Choose the channel that suits your needs. All channels are monitored by real people — no bots, no offshore call centres.
Phone
1300 187 610
Hours
Mon–Fri 8:30am–5:30pm · Sat 9am–1pm AEST
Response Target
Answered immediately during business hours
After Hours
Voicemail returned within 2 business hours
Best For
Urgent matters, complex queries, settlement issues
hello@fairbanksfinancial.com.au
Hours
Monitored 7 days
Response Target
Acknowledged within 4 business hours
After Hours
Full response within 1 business day
Best For
Document requests, detailed enquiries, formal correspondence
Live Chat
Available on website
Hours
Mon–Fri 8:30am–5:30pm AEST
Response Target
Connected to a broker within 2 minutes
After Hours
Offline messages replied within 4 business hours
Best For
Quick questions, rate enquiries, booking appointments
Book a Call
fairbanksfinancial.com.au/contact
Hours
Available 7 days
Response Target
Confirmation sent immediately
After Hours
Broker calls at your chosen time
Best For
Scheduled consultations, loan reviews, strategy sessions
Our Response Time Commitments
These are our published service level targets. We track compliance internally and report to management monthly.
Business hours: Monday–Friday 8:30am–5:30pm AEST · Saturday 9am–1pm AEST. Excludes public holidays.
Escalation Procedure
We take complaints seriously. Here is the clear, step-by-step path from first contact to independent resolution — at no cost to you.
Contact Your Broker Directly
Your assigned broker is your first point of contact. Reach them by phone, email or live chat. Most issues are resolved at this stage within 1 business day.
Escalate to Client Services
If your broker is unavailable or the issue is unresolved, contact our Client Services team at hello@fairbanksfinancial.com.au or 1300 187 610. A senior team member will take ownership.
Formal Complaint — Internal Dispute Resolution (IDR)
Lodge a formal complaint at complaints@fairbanksfinancial.com.au. We will acknowledge within 24 hours and provide a written response within 30 calendar days, as required by ASIC RG 271.
External Dispute Resolution — AFCA
If you are not satisfied with our IDR response, you may escalate to the Australian Financial Complaints Authority (AFCA) at no cost to you. AFCA is an independent, free service.
Have a concern? We want to hear it.
We are committed to resolving every complaint fairly and promptly. Your feedback helps us improve.
complaints@fairbanksfinancial.com.au
Phone
1300 187 610
Post
201/28 Chandos St, St Leonards NSW 2065
Ready to get started?
Our team is available now. No obligation, no credit check to get started.