Complaints And Compliments
FinanceCorp believes that it is essential for our customers to be able to identify and deal with a broker who has the ability, authority and proper training to hear and respond appropriately to any complaints or disputes.
We Stand by or Company Mission Statement and aim ‘To deliver a superior service, in a friendly and courteous manner to our valued customers with our main aim being their financial well-being.’
We are a member of the Mortgage & Finance Association of Australia (MFAA) and also AFCA and as such we are also subject to the requirement to have in place an Internal Dispute Resolution procedure.
If you have a complaint or concern, please talk with your broker who may be able to resolve this with you. If you are not satisfied with the response or the resolution, you can then escalate your complaint to the complaints manager.
The contact details of the Complaints Manager are listed below.
By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. We will acknowledge your request within 1 business day of receipt of the complaint. The maximum timeframe in which to provide a written 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
We are committed to providing you with the best possible service, however we understand there may be times where you are not satisfied. If this occurs please inform us verbally or in writing with the exact details of your complaint, so we can work towards a prompt and fair resolution.
We are mindful of the need to ensure that consumers are treated fairly and with respect during the complaints handling process. Any dissatisfaction will be handled in an efficient, timely and effective manner in accordance with ASIC regulations of Internal Dispute Resolution (IDR).
Our External Dispute Resolution Scheme
If you are not satisfied with how we handled your complaint, you may take the matter ‘free of charge’ to the relevant External Dispute Resolution (EDR) service provider (subject to the provider’s terms of reference).
Please note that the EDR provider will request the matter be first attempted to be resolved through our IDR process. If our IDR process is still in progress, they would expect that this process be completed before any external consideration.
Our EDR service provider is the Credit and Investments Ombudsman Ltd, which can be contacted via:
- Telephone: 1800 931 678 (Monday to Friday 9am – 5pm AEST)
- Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
- Website: www.afca.org.au
- Online complaint form: https://www.afca.org.au/make-a-complaint