We are committed to providing appropriate finance to suit your needs as well as building long term relationships. However, if you are dissatisfied with our service, we provide an efficient and accessible Internal Complaints Resolution Scheme.
Please contact our Complaints Officer, Kandi Hughes in writing, in person, by telephone or by email of your issue. If you choose to contact us by mail or email, please make sure you provide us as much detail as possible about your complaint.
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. If you are unable to resolve the complaint directly with us and are not seeking compensation you can approach the MFAA.
If you are seeking compensation you should contact the Credit & Investments Ombudsman (COI) on 1800 138 422. The COI scheme is an impartial, independent and free external dispute resolution scheme for disputants.