Complaint & Dispute Resolution Process

What to Do Is You Have A Complaint or Dispute?

We are committed to providing our customers with the best possible service.  If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution.  We will endeavour to deal with your complaint promptly, thoroughly, and fairly.

Step 1

Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact your consultant first and tell them about your concerns or send us am email detailing your concerns so that we have the opportunity to review the details of your concern and respond to you in due course.

Step 2

We will acknowledge your complaint within seven (7) days and aim to resolve the complaint as quickly as possible. We will provide you with a decision on your complaint within thirty (30) days. We will apply our internal complaints process to manage your complaint appropriately. In this instance, the complaint will be internally escalated to our Complaints Officer. You may also contact the Complaint Officer directly at anytime.

Contact our Complaint Officer Here

Note: In some instances, your broker may also be fulfilling the role of the Complaints Officer. This will not affect the capacity to have your complaint dealt with appropriately.  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 written response to you is thirty (30) 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.

Step 3

Although we try hard to resolve a customer’s concern in the most considerate and direct manner, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute. This is then managed externally and independently. This external dispute resolution (EDR) process is available to you, at no cost. Where a Credit Representatives EDR is displayed, please contact that EDR scheme in the first instance for complaint escalation.

Third Party Products & Service

If your complaint relates to a product or service acquired through a third party (for example, a valuation company) we may ask you to contact the relevant third party. They will deal with your complaint under their complaint’s resolution process. If you are not satisfied with the resolution of your complaint by the third party under their complaint’s resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.

Still Not Satisfied?

If you are dissatisfied with the response of our complaints officer you may make a complaint to our External Dispute Resolution Scheme, the Australian Financial Complaints Authority (AFCA) which can be contacted via: