Whilst we always strive to provide the best possible service, we understand that there may be times where you are not satisfied. If this occurs, and you wish us to do something about it, we have a formal process in place to address your concerns.
If you do have a complaint, please contact the Complaints Officer as listed below.
Complaints Officer: Matthew Kenworthy (Director)
Phone: 08 9468 7270
Address: S11/16 Brodie-Hall Dr, Bentley WA 6102
If you choose to contact us by email, please make sure you include as much information as you can.
You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing. When we receive a complaint, we will attempt to resolve it promptly.
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. The complaint can be lodged:
With the Credit and Investments Ombudsman (CIO) if lodged before 1st November 2018:
With the Australian Financial Complaints Authority (AFCA) if lodged on or after 1st November 2018
Time limits may apply to complain to CIO or AFCA and so you should act promptly or otherwise consult the CIO and AFCA websites to find out if or when the time limit relevant to your circumstances expires.