If you have any comments or feedback about our products and services, staff, customer service, website or anything else you can use the form below to send it to us
We welcome all feedback – it helps us to constantly improve our business – and you can remain anonymous if you wish
We (Fintelligence Pty Ltd, Australian Credit License number 511803) are committed to providing all our customers with excellent service. However, if you or any customer believes we have not adequately met our obligations, or you have a complaint about
any of our services; we encourage you to let us know so we can resolve to your satisfaction.
A complaint is defined in AS/NZS 10002:2014 and ratified by ASIC as “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff, or the handling of a compliant, where a response or resolution is explicitly or implicitly expected or legally required.” Any person who is dissatisfied with our service, for any reason, may contact us to complain.
Sometimes we may receive negative feedback, which is not an actual complaint and as such may not require a resolution or formal follow up. Whilst we welcome feedback from all our customers, this policy does not apply to feedback of this nature.
If you have a complaint to make and you have not been able to resolve it to your satisfaction with the staff member involved, we encourage you to let our Complaints Officer know via any of the following contact points:
• In person at Level 1, 2 Boston Court, Varsity Lakes QLD 4227
• In writing and posted to Level 1, 2 Boston Court, Varsity Lakes QLD 4227
• Via phone on 1300 13 13 88
• Via email on info@fintelligence.com.au
• Via our website – www.fintelligence.com.au
When making a complaint, please provide the following information:
• Your name and contact details
• Details of the services we provided
• The nature of the complaint
• Details of the employee involved
• Copies of any documentation or correspondence supporting the complaint
Should any extra assistance be required to resolve this issue, including language interpretation please let our Complaints Officer know. We will then attempt to rectify any such challenge.
Upon receiving a complaint in writing, our Complaints Officer will attempt to contact the complainant within a maximum 24 hours, using the same medium that complaint was received or in a manner requested by complainant. This initial contact will be to at least acknowledge receipt of the complaint and our intent to investigate and resolve asap.
Subsequently, our Complaints Officer will proactively and respectfully address the matter directly with the complainant with an intent to resolve within 5 business days. Sometimes this will not be possible, but in all circumstances, we will formally respond in writing within a regulatory maximum of 30 calendar days from when the complaint was first received.
Within this 30 day period, and unless resolved to the complainant’s satisfaction within 5 business days, our Complaints Officer will put in writing the following details to the complainant:
• Details of complaint received.
• Contact details of our Complaints Officer.
• Outcome of our internal complaint investigation, including steps and decisions taken.
• An explanation of our decision measured against complaint made and investigation taken.
• The complainant’s right to contact our External Dispute Resolution body (see details below should they not be fully satisfied with the
outcome of our internal process.
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). Our membership number is 66918. AFCA provides fair and independent financial services complaint resolution that is free to
consumers. Details are as follows:
• Website via www.afca.org.au
• Email via info@afca.org.au
• Telephone via 1800 931 678 (free call)
• In writing to Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
The content of this website is intended to be general information only and should not be construed as financial product advice. It does not take into account your specific investment objectives, financial circumstances, or needs. Before making any financial decisions, we recommend that you carefully consider whether the information is appropriate for your individual circumstances. Please be aware that interest rates may be subject to change without prior notice. Ghumman Brothers Pty Ltd ABN 76 657 395 330,is an authorised credit representative (ACR #538523) of Fintelligence Pty Ltd (Australian Credit Licence #511803)”. Please rest assured that any information you provide to us is handled confidentially and securely. For further details regarding our privacy policy, you can find the relevant information on the legal page of this website.
© 2024 LMCT FINANCE