Crediflex
We know where we are going .... do you?


FEEDBACK


CrediFlex takes pride in the level of service we offer our clients.

We recognise your feedback is a valuable source of information that is essential for continuous improvement in our customer service.

  1. Do you have a suggestion or a recommendation?
  2. Would you like to pass on a compliment?
Contact Us with your feedback.

CUSTOMER COMPLAINTS


Please let us know if you are feeling threatened or vulnerable or do not speak or cannot read English or are unable to hear us if we call you. We will try and work out a solution.

At CrediFlex we take pride in the level of service we offer our clients. But we know that, despite the best efforts, sometimes things can go wrong. When this happens, we want the opportunity to address any shortfalls in our services. If we are at fault, or have made an error, we aim to address the problem immediately.

We respect your right to make a complaint and encourage you to do that so that we can try and resolve it for you. If you need someone to make a complaint on your behalf then please let us know so that we can arrange for you to properly authorise them. Your Privacy is important to us.

The first step is to contact your broker and explain what your complaint is about and how you would like it resolved. You can do that by phone, email or by letter. Their contact details are on our website at www.crediflex.com

They will acknowledge receipt of your complaint within 1 business day. If it is not resolved to your satisfaction within 5 business days, it will automatically be escalated to our Dispute Resolution Officer.

If you are not comfortable dealing with your broker you can contact our Dispute Resolution Officer as follows:

Phone          0401 715 846 (9am to 5pm WA time on business days)

Email            talktocrediflex@crediflex.com

Post              PO Box 937, Scarborough, WA 6922

We will try and resolve the matter within 30 business days. If that is not possible, we will email or write to you explaining the delay and give you the opportunity to contact the Australian Financial Complaints Authority (AFCA).

If it has taken us more than 5 business days to resolve your complaint, or if you request it, we will email or write to you formally setting out details of your complaint and how we have resolved it.

If you are not happy with our response, and want to take your complaint further, you can call AFCA on 1800 931 678 or lodge your complaint online at afca.org.au/make-a-complaint.