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 1 working day by talking with your consultant, we will apply our internal complaints process to manage your complaint appropriately. In this instance the complaint will be internally escalated to our Complaints Contact Representative. You may also contact our main office and ask to speak with our Complaints Representative directly.
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.
Although we try hard to resolve your concern in the most considerate and direct manner, sometimes it may need to be referred to a dispute resolution scheme, which is external to our organisation. Therefore, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute.
In the first instance you can contact The Finance brokers Association of Australia. (FBAA) This is the professional association that we are a member of and they will endevour to mediate and achieve a resolution for you. This is a free service and the FBAA can be contacted as follows;
National Office
Street: Level1,386 Logan Road, Stones Corner Qld 4120
Post: PO Box 234, Stones Corner Qld 4120
Phone: (07) 3847 8119
Fax: (07) 3041 0350
E-Mail: info@fbaa.com.au
Web: www.fbaa.com.au
In the second instance, if your concerns are still not resolved to your satisfaction you can contact the Finance Ombudsman Service, also at no cost to you. The details are as follows
This external dispute resolution process is available to you, at no cost. The details of the External Dispute resolution scheme that we are a member of are below:
The Finance Ombudsman Service
Postal Address: GPO Box 3 Melbourne, Vic, 3001
Hours: 9.0am-5.0pm AEST weekdays
Telephone: (03) 9613 7366 or 1300 780808
Fax: (03) 9613 6399
Alternatively you can lodge a complaint on line at www.fos.org.au