Customer Support

Whether it is a question about an appointment, a replacement request, billing or portal access, one email reaches us directly. No ticket queues and no chatbots.

1. Replacements

Any appointment that did not meet the standard is replaced free: never contactable after three attempts across three days, a wrong or dead number, they say they never enquired, they were not actually after a loan, or they were outside the area you write in. You can raise it as soon as it is booked, and up to 5 business days after the booked call time. No-shows work in two steps: flag it within 2 business days of the call time, then we have 5 business days to rebook the client with you. If they have not rebooked by then, we replace it free. To request a replacement, email us with the person's name, the booked time, and a short note on what happened. Replacements are confirmed and queued within one business day. Calls that happen but do not proceed are part of normal conversion and are not eligible, which keeps qualification honest for every broker we supply.

2. Billing and payments

Appointments and leads are bought in prepaid packs and drawn down as they are delivered. Credits never expire. Card payments are processed by Stripe and your statement will show SETTLEDLEADS. For a copy of an invoice, a receipt or a billing question, email us with the approximate payment date.

3. Your account

There is no portal to sign in to. Every appointment is sent straight to your email and calendar. For anything about your account, your appointments or a replacement, email us and we will sort it out.

4. Delivery and availability settings

Want bookings sent to a different email or CRM endpoint, your working hours changed, or your volume adjusted? Email us with the change and we will confirm once it is live. Delivery changes take effect from the next appointment routed to you.

5. Submitted a quote enquiry?

If you are a consumer who submitted an enquiry and want to know how your information is handled, or want to access, correct or delete it, see our Privacy Policy or email us. We acknowledge privacy enquiries within 5 business days.

6. Complaints

If something has gone wrong, email us with the subject "Complaint" and we will respond within 2 business days. Privacy complaints follow the process in section 13 of our Privacy Policy, including escalation to the OAIC if you are not satisfied with our response.