Complaint Process / Feedback

What to Do If You Have a Dispute or Complaint?

We are committed to providing our customers with the best possible service. If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.

How to Make a Complaint and The Complaints Process?

If you have a complaint, we request you follow these steps:

Mortgages or Lending

  1. In the first instance, please contact your credit assistance provider.
  2. 2. If your complaint has not been resolved to your satisfaction within 3 business days, please contact our Senior Finance Broker as detailed below:

    Contact: Phil Aldridge
    Telephone: 1300 793 143
    Email: phil.aldridge@ratedetective.com.au
    Fax: 03 8672 3561
    Mail: Rate Detective Pty Ltd, Level 1, 240 Chapel Street, Prahran VIC 3181
  3. If your complaint has not been resolved to your satisfaction within 5 business days, please contact the Complaints Area:

    Contact: Damon Rasheed
    Telephone: 1300 793 143
    Email: damon@ratedetective.com.au
    Fax: 03 8672 3561
    Mail: Rate Detective Pty Ltd, Level 1, 240 Chapel Street, Prahran VIC
  4. We may ask for additional information and request you to put your complaint in writing to ensure your issue is properly investigated.
  5. In cases where your complaint will take longer to resolve, we will update your progressively.

Third Party Products or Services

If your complaint relates to a product or service acquired through a third party (for example, a lender) we may ask you to contract the relevant third party. They will deal with your complaint under their complaints resolution process.

If you are not satisfied with the resolution of your complaint by the third party under their complaints resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.

Keeping You Informed

We will keep you informed at regular intervals about the progress of our investigations and response.

Still not Satisfied?

If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further.

Rate Detective’s external dispute resolution service provider is the Credit and Investments Ombudsman, which can be contacted via:

Telephone: 1800 138 422
Online Complaint Form: http://www.cio.org.au/complaint-resolution/making-a-complaint/
Website: http://www.cio.org.au/
Mail: PO Box A252, Sydney South NSW 1235
Fax: 02 9273 8440

Insurances

Firstly, contact your Adviser and discuss your complaint.

If you are unable to resolve the issue to your satisfaction with your Adviser within three working days please contact Rate Detective – General manager using the below details:

Harley West – General Manager
Company: Rate Detective Pty Ltd
Address: Part 1, First Floor/240 Chapel Street Prahran 3181
Telephone: 03 9821 4000
Email: harley@ratedetective.com.au

If you are unable to resolve the issue to your satisfaction with Rate Detective Pty Ltd within three working days please contact Affinia using the details below:

National Manager - Advice
Company: Affinia Financial Advisers Limited
Address: GPO Box 5380 Sydney NSW 2001
Telephone: 1300 AFFINIA (1300 233 4642)
Email: hello@affinia.com.au

Affinia will aim to resolve your complaint quickly and fairly within 45 days (or 90 days in cases where we have notified you that we require 90 days to resolve your complaint and you have agreed).

If the complaint cannot be resolved to your satisfaction then you have the right to refer your matter to the Financial Ombudsman Service of which Affinia is a member.

This is an external independent body which offers a free and accessible dispute resolution service to clients who have been unable to resolve their complaint with their financial institution. Affinia is bound by decisions made by the Financial Ombudsman Service. The Financial Ombudsman Service can be contacted using the details below:

Financial Ombudsman Service
Address: GPO Box 3 Melbourne VIC 3001
Telephone: 1300 780 808
Fax: 02 9613 6399
Email: info@fos.org.au
website: http://www.fos.org.au/