Complaints Policy

Effective Date: 28/06/2026
Last Updated: 28/06/2026


1. Our Commitment

builderloans.com.au is committed to treating customers fairly and addressing concerns promptly, respectfully and transparently.


builderloans.com.au is a trading brand of Cassidy Digital, operated by Patrick Cassidy (ABN 64 230 991 722).


This policy explains how you can make a complaint about our website, communications, enquiry process or introduction services.


2. What You Can Complain About

You may make a complaint to us about matters including:


  • information or representations made on builderloans.com.au;
  • how we communicated with you;
  • how we handled or referred your enquiry;
  • delays or service issues within our control;
  • the conduct of a person acting on our behalf;
  • a referral fee or commission disclosure;
  • how we handled your personal information; or
  • any other aspect of the service provided directly by builderloans.com.au.


There is no fee to make a complaint.


3. Complaints About a Funding Partner

builderloans.com.au facilitates introductions to third-party commercial funding partners. We are not a lender and do not make lending decisions or control a funding partner’s assessment, pricing, fees, documentation, approval or enforcement processes.


Complaints relating to matters such as:


  • a lending decision;
  • interest, fees or charges;
  • loan terms or documentation;
  • valuations or legal costs;
  • settlement;
  • security or enforcement; or
  • the conduct of the funding partner


should generally be made directly to the relevant funding partner.


We can provide the funding partner’s contact details or assist you in identifying the appropriate complaints channel where reasonably possible.

If the funding partner is a member of the Australian Financial Complaints Authority and the complaint falls within AFCA’s jurisdiction, you may also have the right to refer the matter to AFCA after first giving the funding partner an opportunity to respond.


4. How to Make a Complaint

You can submit a complaint using the following contact details:


Cassidy Digital
Trading as builderloans.com.au


Email: hello@builderloans.com.au
Post: PO Box 870, Upper Coomera QLD 4209, Australia


Please include:


  • your name and contact details;
  • a description of your concern;
  • relevant dates, communications or documents;
  • the outcome you are seeking; and
  • any other information that may help us investigate.


5. How We Handle Complaints

After receiving your complaint, we will:


  1. acknowledge it within a reasonable timeframe;
  2. review the information provided;
  3. contact you if we require further information;
  4. investigate the complaint fairly and objectively; and
  5. provide you with our response and, where appropriate, explain any action we propose to take.


We aim to acknowledge complaints within two business days and provide a substantive response within 30 calendar days. More complex matters may take longer, but we will keep you informed of material delays.


6. Privacy Complaints

If your complaint concerns the handling of personal information, we will consider it in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).

If you are not satisfied with our response to a privacy complaint, you may be entitled to contact the Office of the Australian Information Commissioner.


7. If You Are Not Satisfied

If you are dissatisfied with our response, please let us know and provide any further information you believe should be considered.


builderloans.com.au is not presently represented as a member of the Australian Financial Complaints Authority. AFCA may therefore not have jurisdiction over complaints concerning services provided directly by builderloans.com.au.


However, AFCA may be available for certain complaints against a funding partner where that funding partner is an AFCA member and the complaint falls within AFCA’s Rules.

Nothing in this policy limits any rights or remedies available to you under applicable Australian law.


8. No Adverse Treatment

Making a complaint will not affect the respectful handling of your enquiry. We will not treat you adversely merely because you have raised a genuine concern.


9. Changes to This Policy

We may update this Complaints Policy from time to time.


The latest version will be published on builderloans.com.au.