Our Dispute Resolution Scheme We hope you are delighted with our services, but if you have any complaints you should notify us by contacting our Complaints Officer: Internal Complaints Officer contact details Complaints Officer Level 14, 74 Castlereagh St Sydney NSW 2000 compliance@finsure.com.au Phone: 1300 346 787 (1300FINSURE) Fax: 1800 346 787 (1800FINSURE) You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing. When we receive a complaint, we will attempt to resolve it promptly. We hope that in this way we will stop any unnecessary and inappropriate escalation of minor complaints. Our External Dispute Resolution scheme If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is specified below. External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request. Lodgement of complaints before 1 November 2018, should be directed to: Credit & Investments Ombudsman (CIO) Phone: 1800 138 422 Web: www.cio.com.au Lodgement of complaints from 1 November 2018, should be directed to: Australian Financial Complaints Authority (AFCA) Phone: 1800 931 678 Address: GPO Box 3, Melbourne VIC 3001