We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.
We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
You may also contact us by email addressed to;
The Complaints Officer
Bianca Patterson
Director
0449 154 053
bianca@calculatedlending.com.au
Please make sure you include as much information as you can.
You should explain the details of your complaint as clearly as you can. You must do this in writing. When we receive a complaint, we will attempt to resolve it promptly.
Compliments
Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.
If one of our representatives has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process.
Concerns
If, for any reason, you do not feel that you have received the highest standard of care from us, we encourage you to share this with us. We have developed a process that makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.
If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.
Need an update on your complaint
If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.
Resolution
We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days, we will write to you to explain why and to let you know when we expect to have completed our investigation.
When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.
Taking it further
We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party. The complaint can be lodged:
With the Credit and Investments Ombudsman (CIO) if lodged before 1st November 2018:
Online: www.cio.org.au
Email: info@cio.org.au
Phone: 1800 138 422 (free call)
Mail: Credit and Investments Ombudsman
Reply Paid 252, South Sydney NSW 1234
With the Australian Financial Complaints Authority (AFCA)
if lodged on or after 1st November 2018:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to CIO or AFCA and so you should act promptly or otherwise consult the CIO and AFCA websites to find out if or when the time limit relevant to your circumstances expires.