Complaints
We're here to help resolve your concerns.
At Based Finance, we take all feedback seriously. If you are unhappy with our service, we encourage you to let us know so we can work to resolve your concern as quickly as possible. This page outlines how to make a complaint and what to expect from us.
Based Finance operates as a credit representative of Purple Circle Financial Services, the Australian Credit Licence (ACL) holder responsible for the credit activities conducted through this business.
Contact Us Directly
The fastest way to resolve a concern is to contact us directly. We will acknowledge your complaint within 1 business day and aim to resolve it within 5 business days.
Please include your name, contact details, a description of your concern, and any relevant dates or documents.
Contact Purple Circle Financial Services
If we are unable to resolve your complaint directly, or if you would prefer to raise your concern with our Australian Credit Licence holder, you can contact Purple Circle Financial Services.
Purple Circle Financial Services
As the ACL holder, Purple Circle Financial Services has oversight of the credit activities conducted by Based Finance and can assist in escalating unresolved complaints.
External Dispute Resolution
If your complaint has not been resolved to your satisfaction within 30 days, you have the right to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides a free, independent dispute resolution service for consumers.
Australian Financial Complaints Authority (AFCA)
You may contact AFCA at any time. You do not need to wait for our internal process to be completed before contacting them, however we encourage you to contact us first so we have the opportunity to resolve your concern.
Regulatory Body
Based Finance and Purple Circle Financial Services are regulated by the Australian Securities and Investments Commission (ASIC). If you have concerns about conduct or compliance obligations, you can contact ASIC at asic.gov.au or by calling 1300 300 630.
Our Commitment to You
We are committed to handling all complaints fairly, promptly, and confidentially. All complaints are logged and reviewed to help us continuously improve our service. We will always treat you with respect and keep you informed throughout the process.
This complaints process is provided in accordance with our obligations under the National Consumer Credit Protection Act 2009 and ASIC Regulatory Guide 165. Based Finance is a credit representative of Purple Circle Financial Services.
Ready to Talk?
The quickest path to a resolution is a direct conversation. We're available Monday to Friday, 8am – 6pm AEST.
Contact Us