For More Information:
Phone: 1300 661 991 (local call cost only)
Email: info@safefinancialgroup.com.au
Postal Address: PO Box 6840 Gold Coast Mail Centre, Bundall, QLD 9726
Hours of Operation: Mon to Thu - 8am until 5pm. Fri - 8am until 4:30pm. Closed weekends.
Safe Finance Dispute Resolution Policy:
Safe Finance is committed to a fair and prompt resolution of any disputes or complaints.
Please let us know any concerns you may have promptly because a conversation on the telephone means Safe Finance can learn how to serve you better and continually improve our customer service. Often complains are misunderstandings that can be resolved by speaking with our complaints contact person.
You can also:
- Email the complaints contact person at complaints@safefinancialgroup.com.au
- Fax the complaints contact person a letter - 07 5510 3820
- Send the complaints contact person a letter to our postal address - PO Box 6840, GCMC, Bundall, QLD 9726
If you have chosen to email, fax or write to us with a complaint, you will receive an acknowledgement to confirm that we have received your complaint.
The complaints contact person will assist you by handling the complaint and advising if any further information is needed. The complains contact person will liaise with managers and staff at Safe Finance to find answers for you and if appropriate, determine a fair resolution. You will be informed of the decision and the reasons for that decision.
If you are not satisfied with the result of your complaint, you may wish to contact Credit Ombudsman Service Limited.
Unless there are exceptional circumstances, we will in all instances respond to your complaint within 45 days of receipt of the initial complaint.
If we are unable to resolve the complaint within 45 days we will:
- Inform you of the reasons for the delay
- Specify a date when a decision can be reasonable expected, and
- Notify you of your right to contact Credit Ombudsman Service Limited.
All complaints will be processed at no charge to you.
Credit Ombudsman Service Limited may be contacted as follows:
P: 02 9273 8400
F: 02 9261 2798
E: info@cosl.com.au
W: www.cosl.com.au
Level 7, 287 Elizabeth Street
Sydney, NSW 2000
PO Box A252
Sydney South, NSW 1235