Complaints

Volans is committed to maintaining the highest standards of professionalism, integrity, and client care. We take all complaints seriously and handle them promptly, fairly, and consistently in accordance with our obligations under the Corporations Act 2001 (Cth).

How to Lodge a Complaint

If you have a concern or complaint about any aspect of our service, please contact us directly:

Email: contactus@volansfinance.com
Mail: The Complaints Officer
Volans | Glide Digital Pty Ltd
Level 3, Rhodes Quarter, 1C Homebush Bay Drive, Rhodes NSW 2138

Please include your name, contact details and a brief description of your concern so we can respond efficiently.

What We Will Do

• Acknowledge your complaint within one business day of receipt
• Investigate the matter objectively, by a person not involved in the subject of the complaint where practicable
• Provide a written response within 30 calendar days, or explain in writing why more time is needed and when you can expect a response
• Keep a record of the complaint and its outcome

If You Remain Dissatisfied

Because our services are provided only to wholesale clients, Glide Digital Pty Ltd is not required to be, and is not, a member of the Australian Financial Complaints Authority (AFCA). If you are not satisfied with our response, you may ask for the matter to be escalated to the Responsible Manager and a director of Glide Digital Pty Ltd, who will review it independently of the original decision. You may also seek independent legal advice or pursue the matter through the courts. Our approach to complaints is guided by the principles in ASIC Regulatory Guide 271, although that guide applies to retail clients.