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Complaints & AFCA

If something has gone wrong, here is exactly how to raise it, how long it should take, and where to go if we don't resolve it.

Tell us first

If you're unhappy with anything we've done, please raise it with us directly. Most issues are resolved quickly once someone knows about them.

  • Phone: 0480 090 279
  • Email: josh@beyondpartners.com.au

What happens next

  • We will acknowledge your complaint promptly, and within one business day where possible.
  • We will investigate and aim to provide a response within 30 calendar days, which is the maximum period allowed under the relevant industry standards for most complaints.
  • If we need longer, we will tell you why and keep you informed.
  • You will receive our decision in writing, with reasons.

If you're still not satisfied

You can refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides free, fair and independent dispute resolution for consumers. Their decision is binding on us, but not on you - you remain free to pursue other options.

  • Online: afca.org.au
  • Phone: 1800 931 678
  • Email: info@afca.org.au
  • Post: GPO Box 3, Melbourne VIC 3001

Salib and Co Pty Ltd is a member of AFCA, membership number 124864.

Financial hardship

If you are struggling to meet repayments, contact your lender directly as soon as possible - you have a right to request a hardship variation, and lenders are obliged to consider it. You can also speak to a free financial counsellor on the National Debt Helpline, 1800 007 007. We're happy to help you work out who to call.