Australian Asset & Lending Solutions is committed to providing professional, ethical and transparent service to all clients.
If at any time you are dissatisfied with our service, we encourage you to let us know so we can work towards resolving your concerns promptly and fairly.
Our Internal Dispute Resolution Process
If you have a complaint regarding our services, products, staff or conduct, please contact us in writing using the details below:
Australian Asset & Lending Solutions
Email: john@asls.net.au
Phone: 0451 411 183
Upon receiving your complaint, we will:
- Acknowledge receipt of your complaint;
- Investigate the matter thoroughly;
- Work with you to understand the circumstances;
- Provide a written response outlining the outcome; and
- Endeavour to resolve the matter as quickly as possible.
We encourage clients to raise concerns directly with us in the first instance, so we have the opportunity to address them promptly.
External Dispute Resolution
If you are not satisfied with the outcome of our internal dispute resolution process, or we are unable to resolve your complaint, you may be entitled to refer your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission (ASIC).
AFCA provides fair, independent and free dispute resolution services for eligible consumers and small businesses.
Contact AFCA
Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678
Website: www.afca.org.au
Email: info@afca.org.au
Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Eligibility
AFCA considers complaints from eligible consumers and small businesses regarding financial services and credit activities.
Not all complaints relating to commercial lending or business finance arrangements fall within AFCA's jurisdiction.
AFCA will determine whether a complaint is eligible for consideration under its rules and jurisdiction.
For further information regarding eligibility requirements, please visit the AFCA website.
Our Commitment
Australian Asset & Lending Solutions is committed to:
- Treating clients fairly and respectfully;
- Maintaining high standards of professionalism and integrity;
- Complying with applicable laws and industry obligations;
- Providing transparent communication throughout the finance process; and
- Resolving complaints efficiently and fairly.
We value client feedback and view complaints as an opportunity to improve our services.
Important Notice
Australian Asset & Lending Solutions acts as a commercial finance broker and introducer to a panel of lenders and funding providers.
Finance approvals, rates, fees, terms and lending decisions are made by the relevant lender and may be subject to separate dispute resolution procedures.
Where a complaint relates to a specific lender, financier or funding provider, you may also have the right to lodge a complaint directly with that organisation.