Complaints Policy

Effective Date: 18/09/2026
Last Updated: 18/09/2026


1. Our Commitment

builderloans.com.au is committed to treating people 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 Complaints Policy explains how you can raise a concern or complaint about services provided directly by builderloans.com.au, including our website, communications, enquiry handling and involvement in the funding application process.


There is no fee to make a complaint.


2. What You Can Complain About

You may make a complaint to builderloans.com.au about matters including:

  • information or representations made on builderloans.com.au;
  • communications you have received from us;
  • how we handled your enquiry;
  • how we administered or communicated during an application process;
  • delays or service issues within our reasonable control;
  • how we transmitted or received documentation;
  • the conduct of a person acting on our behalf;
  • how we handled your personal information; or
  • any other aspect of a service provided directly by builderloans.com.au.


3. Complaints About the Lender or Other Third Parties

builderloans.com.au is not the lender and does not make lending decisions.

The independent private lender is responsible for matters including:

  • assessing applications;
  • deciding whether to provide funding;
  • determining loan amounts;
  • determining interest rates, fees and conditions;
  • assessing security;
  • issuing Letters of Offer;
  • formal loan and security documentation;
  • settlement requirements;
  • loan administration; and
  • enforcement of the lender’s rights.


Complaints primarily concerning matters such as:

  • a lending decision;
  • interest rates, fees or charges;
  • loan terms;
  • lender-imposed conditions;
  • valuation requirements;
  • legal documentation or legal costs;
  • settlement;
  • security requirements;
  • repayments;
  • enforcement action; or
  • the conduct of the lender


should generally be directed to the lender responsible for the transaction.

Where reasonably possible, builderloans.com.au can assist you in identifying the appropriate contact or complaints channel.

Complaints concerning independent lawyers, valuers, accountants, verification providers or other professional service providers may also need to be addressed directly to the relevant provider.


4. Australian Financial Complaints Authority

Some financial firms are members of the Australian Financial Complaints Authority (AFCA).

AFCA considers certain complaints made by consumers and eligible small businesses against financial firms that are AFCA members, provided the complaint falls within AFCA’s Rules and jurisdiction.


Not all providers of small-business lending are necessarily AFCA members.

If your complaint relates to the lender, you may wish to confirm whether the lender is an AFCA member and whether your complaint is eligible to be considered by AFCA.


builderloans.com.au and Cassidy Digital are not represented on this website as members of AFCA.

Nothing in this policy represents that AFCA has jurisdiction over a complaint concerning builderloans.com.au or any particular lender.


5. How to Make a Complaint

You can make a complaint using the following contact details:


Cassidy Digital
Trading as builderloans.com.au


Email: hello@builderloans.com.au


Postal Address:
PO Box 870
Upper Coomera QLD 4209
Australia


To help us understand and investigate your complaint, please provide where possible:

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


If you require assistance putting your complaint in writing, please contact us.


6. How We Handle Complaints

When we receive a complaint relating to builderloans.com.au, we will endeavour to:

  1. acknowledge the complaint promptly;
  2. review the information provided;
  3. identify the issues raised;
  4. request additional information where reasonably necessary;
  5. investigate the complaint fairly and objectively; and
  6. provide a response explaining the outcome and any action we propose to take.


We aim to acknowledge complaints within two business days.

We aim to provide a substantive response within 30 calendar days where reasonably practicable.

Some matters may take longer due to their complexity, the availability of information or the involvement of third parties. If there is a material delay, we will endeavour to keep you informed.


7. Privacy Complaints

If your complaint concerns the way builderloans.com.au has collected, used, disclosed, stored or otherwise handled personal information, we will consider the matter in accordance with our Privacy Policy and applicable Australian privacy law.

You should generally raise a privacy concern with us first so that we have an opportunity to investigate and respond.

If applicable Australian privacy law gives you the right to do so, and you are not satisfied with our response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

Office of the Australian Information Commissioner
Website: www.oaic.gov.au


8. If You Are Not Satisfied With Our Response

If you are dissatisfied with our response, you may ask us to reconsider the matter and provide any additional information you believe is relevant.


Depending on the nature of the complaint, you may also have rights or remedies available under applicable Australian law or through an appropriate external body.

Nothing in this Complaints Policy limits any right or remedy that cannot lawfully be excluded.


9. No Adverse Treatment

Making a genuine complaint will not affect the respectful handling of your enquiry or application.

We will not treat you adversely merely because you have raised a concern or complaint.


10. Records and Privacy

We may retain records relating to complaints, including correspondence, documents and information about how a complaint was investigated and resolved.

Complaint information will be handled in accordance with our Privacy Policy and applicable legal obligations.


11. Changes to This Policy

We may update this Complaints Policy from time to time to reflect changes to our business, complaints process or applicable legal requirements.

The current version will be published on builderloans.com.au with the updated date shown above.


12. Contact Us

If you have any questions about this Complaints Policy, please contact:


Cassidy Digital
Trading as builderloans.com.au
Operated by Patrick Cassidy
ABN 64 230 991 722


Email: hello@builderloans.com.au


Postal Address:
PO Box 870
Upper Coomera QLD 4209
Australia