Compliments And Concerns
We aim to provide the most accurate information to you at each step of the loan process. We believe in building long lasting relationships with our valued customers to help them achieve the best outcomes to meet their life goals. We look forward to your feedback, whether positive or developmental, and strive to resolve concerns, if any, in the quickest and most honest manner.
Compliments
We will be delighted to hear from you if you have any positive service-related experiences that you would like us to know about.
Concerns
We are believers of continuous improvement. If, for any reason, you are dissatisfied with our service or would like to share a suggestion to help deliver better outcomes to our customers in the future, please let us know. Rest assured all your concerns will be adequately addressed. If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint or concerns.
Need An Update On Your Complaint?
If you have lodged a complaint with us, please feel free to call or write to us for a status update.
Resolution
Our first attempt is to address your concerns immediately. However, if for some reason we need to investigate your concern in detail or with other external parties, 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 complaint. 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. You can lodge your complaint with the:
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