Compliments & Concerns
Your feedback (both good and bad) helps us to learn and grow.
While we strive to make every loan a positive experience, we know there are times that we may have let you down.
Either way, we want to hear from you as this is how we can improve.
We love hearing that we have made your day with our service and our offerings. Hearing what we have done well, and sharing your success with other potential clients helps keep our business running.
Our reputation is built on matching the appropriate product(s) to the individual’s requirements. We go to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from time to time, where clients may be dissatisfied with the outcomes of our consultation process. If you have a complaint about the service that we provide, the following steps or avenues for resolution are available to you.
Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact your Broker first and tell them about your concerns.
We pride ourselves on the company’s reputation and want to ensure that all concerns and complaints are fully documented, investigated and resolved in a timely manner. So, if the issue is not satisfactorily resolved within 5 working days* by talking with your Broker, we will apply our internal complaints process to manage your complaint appropriately. In this instance, the complaint may be internally escalated to our Complaints Officer. You may also contact our main office and ask to speak with our Complaints Officer, Ian Cain, directly, or contact him in any of the following ways:
By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum timeframe in which to provide a response to you is 45 days, although, in pursuit of best practice and the reputation of our organisation, we aim to resolve these issues in a much shorter time frame.
*Where issues are resolved to our customer’s complete satisfaction by the end of the fifth business day (after the complaint is received), a ‘final response’ will not be required. The exception to this is complaints relating to hardship – which will still require a final response.
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.