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filler@godaddy.com
Signed in as:
filler@godaddy.com
This policy provides information about our internal dispute resolution (IDR) process. Our IDR service is provided to you free of charge.
EQUITY RELEASE FINANCE PTY LTD ACN 646 082 457 Australian Credit Licence Credit 546781 (we/us/our) believes that it is essential for us to have the ability, authority and proper training to hear and respond appropriately to any complaints or disputes raised by our customers.
How you may lodge a complaint
You can lodge complaints by contacting Andrew Ralph, our Complaints Officer, by:
You may also lodge a complaint by speaking to any representative of our business who will refer you to the Complaints Officer.
You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.
In order to assist complainants who might need additional assistance to lodge a complaint, we:
Dealing with complaints
Our process for dealing with complaints is as follows:
Response timeframes
Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint.
However, for some specific types of credit-related complaints, the following response timeframes apply.
We do not need to provide an IDR response to you if we close your complaint by the end of the fifth business day after receipt because we have:
However, we must provide a written IDR response for complaints closed by the end of the fifth business day after receipt if:
Our external dispute resolution scheme – AFCA
If we do not reach agreement on your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). You can contact the AFCA scheme:
The AFCA scheme is a free service established to provide you with an independent mechanism to resolve specific complaints.
Equity Release Finance
Copyright © 2024 equity release finance Pty LTD ACN 646 082 457 - All Rights Reserved. Equity Release Finance Pty Ltd ACN 646 082 457 and Land Lease Home Loans Pty Ltd are owned by LLHL Group Pty Ltd (ACN 646 446 666). Equity Release Finance Pty Ltd is authorised to engage in credit activities as a credit provider under Land Lease Home Loans Pty Ltd's Australian Credit Licence Number 546781