SMS FINANCE – COMPLAINTS
At SMS Finance we believe that 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.
We are members of the Mortgage & Finance Association of Australia (MFAA), Commercial Asset Finance Brokers Association of Australia (CAFBA) and as such we are also subject to the requirement to have in place an Internal Dispute Resolution procedure.
You can lodge complaints by contacting John McNamara, the Complaints Officer by:
Or Colin Mason, the Deputy Complaints Officer by:
or by speaking to any representative of our business who will refer you to the Complaints or Deputy Complaints Officer.
You should explain the details of your complaint as clearly as you can and include:
You may do this verbally or in writing.
When we receive a complaint, we will acknowledge receipt of your complaint and 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 in handling your complaint:
It will always be our intention to resolve any complaint within the shortest possible time frame.
Once all information is to hand, we will investigate your complaint thoroughly and inform you of the outcome as soon as possible.
However if we are unable to provide a response within 45 days of the complaint a written explanation as to why will be provided
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 providores:
Credit and Investments Ombudsman
PO Box A252 Sydney South NSW 1235
Fax 02 92738455
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.