Our reputation is built on matching the appropriate product(s) to the individuals 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 on 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 me first and tell me about your concerns.
Unit 5/22-28 Melbourne Street
North Adelaide SA 5006
Phone 0432 017 080
Fax 08 8312 0246
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, we will apply our internal complaints process to manage your complaint appropriately.
By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum time frame 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 a customer's 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.
This external dispute resolution process is available to you, at no cost. The details of our External Dispute resolution scheme are below.
Credit and Investments Ombudsman Limited
PO Box A252 South Sydney, NSW 1235
Phone 1800 138 422
Fax 02 9273 8445