Compliments and Concerns

DISPUTES OR COMPLAINTS

 

WHAT TO DO IF YOU HAVE A DISPUTE OR COMPLAINT?

 

We are committed to providing our customers with the best possible service. If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavor to deal with your complaint promptly, thoroughly and fairly.

 

HOW TO MAKE A COMPLAINT AND THE COMPLAINTS PROCESS?

 

If you have a complaint, we request you follow these steps:

 

  1. In the first instance, please contact your Loan consultant

 

  1. If your complaint has not been resolved to your satisfaction within 5 business days, please contact Helia Singh on 0432 603 609

 

  1. We may ask for additional information and request you to put your complaint in writing to ensure your issue is properly investigated.

 

  1. In cases where your complaint will take longer to resolve, we will update you progressively.

 

 

 

THIRD PARTY PRODUCTS OR SERVICES

 

If your complaint relates to a product or service acquired through a third party (for example, a lender) we may ask you to contact the relevant third party. They will deal with your complaint under their complaints resolution process.

 

If you are not satisfied with the resolution of your complaint by the third party under their complaints resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.

 

 

STILL NOT SATISFIED?

 

If you do not think we have resolved your complaint to your satisfaction, you may take the matter

– free of charge – to the relevant External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further.

 

Our external dispute resolution service provider is the Australian Financial Complaints Authority (AFCA), which can be contacted via:
• Online: www.afca.org.au
• Email: info@afca.org.au
• Phone: 1800 931 678
• Mail: GPO Box 3 Melbourne VIC 3001the Australian Financial Complaints Authority (AFCA), which can be contacted via:
• Online: www.afca.org.au
• Email: info@afca.org.au
• Phone: 1800 931 678
• Mail: GPO Box 3 Melbourne VIC 3001