National Finance Club Dispute Resolution Policy
National Finance Club is committed to a fair and prompt resolution of any disputes or complaints
Please let us know any concerns you may have promptly because a conversation on the telephone means that National Finance Club can learn how to serve you better and continually improve our customer service. Often complaints are misunderstandings that can be resolved during a telephone conversation or two with our complaints contact person, Nickii Tasker on 1300 557 600.
You can also:-
- E-mail the complaints contact person on ntasker@clubfs.com.au
- Fax the complaints contact person on 1300-724-076 (Marked Attention: Compliance Manager)
- Send the complaints contact person a letter to our postal address - GPO Box 9965 ADELAIDE SA 5001 (Marked Attention: Compliance Manager)
- Visit the complaints contact person at – Level 2/18 Dequetteville Terrace, Kent Town SA 505
If you have chosen to e-mail, fax or write to us with a complaint, you will receive an acknowledgement so you will know that we have received your complaint.
The complaints contact person will assist you with handling the complaint and will advise if any further information is needed. The complaints contact person will liaise with managers and staff at National Finance Club to find answers for you and if appropriate determine a fair remedy. You will be informed of the decision and the reasons for that decision.
If you are not satisfied with the result of your complaint you may wish to contact the Credit Ombudsman Service Limited.
Unless there are exceptional circumstances, we will in all instances respond to your complaint within 45 days of receipt of the initial complaint.
If we are unable to resolve the complaint within 45 days we will:-
- inform you of the reasons for the delay;
- specify a date when a decision can be reasonably expected; and
- notify you of your right to contact the Credit Ombudsman Service Limited.
All complaints will be processed at no charge to you.
Credit Ombudsman Service Limited may be contacted as follows:-
| Phone: | (02) 9273-8400 |
| Fax: | (02) 9261-2798 |
| Email: | info@cosl.com.au |
| Address: | Level 7, 287 Elizabeth Street SYDNEY NSW 2000 |
| Mail: | PO Box A252 SYDNEY NSW 1235 |
| Web: | http://www.cosl.com.au |
National Finance Club's COSL membership number is: 413037