Compliments & Concerns

We always work hard to build strong and lasting relationships with our valued clients. 

We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations. 

COMPLIMENTS

Our finance brokers are always delighted to know that they have succeeded in making your experience a pleasant and successful one. 

If one of our finance brokers has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process. 

CONCERNS

If for any reason, you do not feel that you have received the highest standard of care from us, we encourage you to share this with us. If we don’t know, we can’t fix it! 

We have developed a process that makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly. This must be provided to us in writing. 

If you choose to contact us please make sure you provide as much detail as possible about your complaint so that it can be addressed efficiently and promptly.   

NEED AN UPDATE ON YOUR COMPLAINT? 

If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively. 

RESOLUTION 

We will try to deal with your concern on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days, we will write to you to explain why and to let you know when we expect to have completed our investigation. 

When we have completed our investigation we will write to let you know the outcome and the reasons for our decision. 

TAKING IT FURTHER

We hope that you will be satisfied with how we deal with your concern. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party, the Australian Financial Complaints Authority (AFCA). You can contact AFCA at: 

AUSTRALIAN FINANCIAL COMPLAINTS AUTHORITY: 

Online:  www.afca.org.au 

Email:  info@afca.org.au 

Phone:  1800 931 678 (free call) 

Mail:  Australian Financial Complaints Authority 
GPO Box 3, Melbourne VIC 3001