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COMPLIMENTS &

CONCERNS

PAY US A COMPLIMENT

The team at APLS Finance Solutions are committed to exceptional customer service and take great pride in providing our valued clients with a high level of personalised service to create an enjoyable and friendly experience.

If you’d like to share your feedback on any of our consultants who succeeded in providing you with great service, they’d be delighted to hear it.

 

Get in touch with us via our Contact page, we’d love to hear from you.

DO YOU HAVE ANY CONCERNS?

If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.

HOW TO MAKE A COMPLAINT AND THE COMPLAINTS PROCESS?

1) In the first instance, please contact your credit representative.

​2) If your complaint has not been resolved to your satisfaction within 5 business days, please contact our

Complaints Area as detailed below:

Telephone: 03 8616 1443 Monday to Friday 9am to 5pm (AEST)

Email: resolutions@BLSSA.com.au

Fax: 03 8616 1918

Mail: BLSSA Advice Complaints, PO Box 626, Collins Street West, Melbourne VIC 3000

 

3) We may ask for additional information and request you to put your complaint in writing to ensure your issue is properly investigated.

 

4) In cases where your complaint will take longer to resolve, we will update you progressively.

THIRD PARTY PRODUCTS OR SERVICES

If your complaint relates to a product or service acquired through a third party (for example, a lender) we may ask you to contact the relevant third party. They will deal with your complaint under their complaints resolution process.

 

If you are not satisfied with the resolution of your complaint by the third party under their complaints resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme.  Please contact the third party for further details.

KEEPING YOU INFORMED

Our Complaints Area will acknowledge receipt of your complaint within five business days. If unable to resolve the complaint/dispute to your satisfaction within five business days, they will write to you advising the procedures we will follow in investigating and handling your complaint.

 

Within 45 calendar days from the date you lodged the complaint with us, we will write to you advising you the outcome of the investigation and the reason/s for our decision, or if required, we will inform you if more time is needed to complete the investigation.

STILL NOT SATISFIED?  

If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further.

 

Our external dispute resolution service provider is the  Australian Financial Complaints Authority (AFCA) (, which can be contacted via:

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678

Mail: GPO Box 3 Melbourne VIC 3001

PRIVACY POLICY

We respect your personal information, please click here to read our Privacy Policy which explains how we handle it. The policy covers APLS Finance Solutions (Accelerate Property & Lending Solutions Pty Ltd T/As)

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