Complaints and Dispute Resolution Policy

We are committed to meeting, and where possible exceeding, our clients’ expectations. We recognise that dissatisfied clients have the right to complain and to have their complaints handled promptly, fairly, and effectively.

Clients who take the time to complain may still have confidence in us and wish to continue doing business with us. We therefore view complaints as an important opportunity to improve our services.

Complaints provide valuable feedback regarding our products and services. We use this feedback to:
- Improve products, service delivery, and market focus
- Maintain client confidence
- Strengthen relationships with our clients
- Identify and address systemic issues

A pattern of complaints may indicate recurring problems that require immediate attention.

The prompt resolution of complaints is a key indicator of our professionalism and commitment to client service. Effective complaint handling helps:
- Maintain our reputation
- Ensure consistency in service delivery
- Prevent disputes from escalating

All staff and credit representatives must comply with our Internal Dispute Resolution (IDR) procedures.

We do not charge any fee to consumers who make a complaint.

Primary Contact: Jessica Graff
Backup Contact: Chloe Carston

The Complaints Contact Person is responsible for:
- Managing and attempting to resolve complaints that cannot be addressed through initial clarification or information
- Advising clients of their rights to access external dispute resolution schemes
- Managing all client disputes
- Liaising with external dispute resolution bodies
- Dealing with MFAA/FBAA where required

Where a complaint cannot be resolved internally, clients have the right to escalate their complaint to our external dispute resolution scheme.

We ensure clients are informed about our complaint handling procedures by:
- Displaying information about our external dispute resolution scheme in our offices at all times
- Publishing the name and contact details of our Complaints Contact Person on our website
- Providing a guide to our Internal Dispute Resolution Procedure on our website
- Supplying a copy of our Internal Dispute Resolution Procedure upon request or when a client wishes to lodge a complaint

We are committed to continuously improving our complaint handling processes and overall service delivery through regular review of complaints and outcomes.