Compliments and Concerns

I pride myself on doing the right thing however; sometimes things do go awry.

By listening to your feedback I can ensure; what I do well, I continue to do well.

I can also remedy or improve anything that you consider didn’t quite go so well.

Either way, your feedback is most welcome.

Compliments

If you are happy with the service I provided I would love to hear about it.

Give me a call, send me an email or even write me a letter, whatever suits you.

Concerns

If, for any reason, you are not happy with something I have or haven’t done I also encourage you to share this with me.

I have developed a process that I believe makes it easy for you to tell me your concerns and for them to be addressed quickly and fairly.

You can contact me by any of the following means:

Shane Westlake/Lend Right Finance 
Address: PO Box 624, Northcote VIC 3070
Phone: (03) 9480 5074
Mobile:
0419 687 414
Fax:
(03) 9480 6310
Email:
shane@lendrightfinance.com.au

If you choose to contact me by mail or email, please make sure you provide as much detail as possible.

Need an Update on your complaint

If you have lodged a complaint, you can contact me at anytime to ask for a status update. Contact can be made via any of the methods listed above and please be sure to refer to your earlier communication so that I can respond effectively.

Resolution

I will try to deal with your complaint on the spot. However, if this is not possible, I will write to you to acknowledge your complaint within 5 days. I will ensure you are treated fairly and will work to resolve your complaint as soon as possible. In the rare event your complaint is still being investigated after 45 days, I will write to you to explain why and to let you know when I expect the investigation to be completed.

When the investigation is completed I will write to let you know the outcome and the reasons for the 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 Credit and Investments Ombudsman (CIO). You can contact CIO at:

1800 138 422 (local call cost)
Credit and Investments Ombudsman
PO Box A252
Sydney South NSW 1235
www.cio.org.au

 

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