At Access Capital we believe it is essential for our customers to be able to identify and deal with a broker who has the ability, authority and proper training to hear and respond appropriately to any complaints or disputes.
It is a requirement under the National Credit Protection Act 2009 that we have in place an Internal Dispute Resolution procedure.
You can lodge complaints by contacting Peter Logan, the complaints officer by:
You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.
When we receive a complaint, we will attempt to resolve it promptly. We hope that in this way we will stop any unnecessary and inappropriate escalation of minor complaints.
We will observe the following principles:
Our External Dispute Resolution Scheme
If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is AFCA (Australian Financial Complaints Authority).
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.