DISPUTE RESOLUTION POLICY

At Finance Qld Pty Ltd, our aim is to provide our clients with superior service, but we know that despite our best efforts sometimes things can go wrong.

If you have any concerns with the level of service received, it is important that we are aware of the issues and have an opportunity to restore your confidence.

We are well aware that a simple misunderstanding which is left unresolved can lead to a negative lasting impression and we strongly recommend that in the first insane you speak with the person with whom you originally dealt to see if an amicable outcome can be achieved.

If after speaking with your contact you still feel the matter has not been resolved, we incite you to escalate the matter to our Complaints Contact Person for further investigation.

In this regard, please contact:
Wayne Williams
0418 510 467

PO Box 6196 Mitchelton QLD 4053

If you choose to email, fax or write to us you will receive an acknowledgement confirming we have received your correspondence and the matter will receive prompt attention.

To assist us we ask that you clearly explain all matters relevant to the issue and the remedies you seek.

Upon receipt we will contact you if any further information is needed. Once all information is to hand, we will investigate the matter thoroughly and inform you of the outcome as soon as possible.

Unless there are exception circumstances, we will in all instances respond within 45 days of receipt of the initial contact.

If we are unable to resolve the complaint within 45 days we will:

• • advise you of the reason for the delay
  • specify a date when a decision can be reasonably expected.

If you are still not satisfied with the outcome you may contact the Financial Ombudsman Service Limited as follows:

Ph:1300 780 808
Fax:(03) 9613 6399
Email:
Address:Level 12, 717 Bourke Street, Docklands 3008
MailGPO Box 3, Melbourne Victoria 3001
Website:www.fos.org.au