If something is not right,
we want to hear it.
We treat every complaint as a chance to put things right and to improve. This page explains how to raise a concern with Grand Ocean Financial Services, what happens next, and your right to take the matter further. This service is free of charge.
We welcome complaints
Our business is committed to excellent service and to resolving any concern quickly, fairly and efficiently. We see complaints as a positive way to review and improve what we do, and we treat everyone who raises one with respect, courtesy and consideration. Our Internal Dispute Resolution (IDR) process is approved by the Commercial & Asset Finance Brokers Association (CAFBA) and is open to anyone who deals with us.
Speak to our Complaints Officer
Norwest NSW 2153
You can also speak to any representative of our business, who will refer you to the Complaints Officer. Please explain the details of your complaint as clearly as you can, verbally or in writing. There is no requirement for face-to-face contact, though at times it can help us reach a satisfactory resolution.
From the moment we receive your complaint
We acknowledge it
We attempt to resolve every complaint promptly. If we resolve it to your satisfaction by the end of the next business day, the full IDR process is not needed and the matter is closed.
We investigate
The Complaints Officer reviews your complaint carefully and promptly, taking the steps and examining the documents a reasonable person would. Where possible, the matter is reviewed by someone not involved in its subject.
We give you a final response
You receive a written final response setting out the outcome, your right to take the matter to External Dispute Resolution (EDR) whatever the result, and the name and contact details of our EDR scheme.
If we need more time
If we cannot give a final response within the required period, we will tell you the reasons for the delay before that period ends, advise you of your right to go to EDR, and provide our EDR scheme details.
A fair process, on both sides
No face-to-face required
There is no need to meet in person, although it can sometimes help us reach a satisfactory resolution.
A genuine attempt
We expect both parties to make a genuine effort to resolve the complaint promptly.
Open information
Both parties provide the relevant information, documents and statements that may reasonably assist in resolving the matter.
Reasonable timeframes
Both parties comply with reasonable requests from the other to provide information within a reasonable time.
The remedies we can offer
An apology
A clear acknowledgement where we have got something wrong.
Compensation
Where a loss has been caused, an appropriate financial remedy.
Varied obligations
An adjustment to contractual obligations where that is the fair outcome.
A free service
Provision of a service at no charge where appropriate.
A complaint may be resolved through one or more of these remedies. We keep your information confidential throughout the process.
If we cannot reach agreement, you can take it further
If we do not resolve your complaint to your satisfaction, you may refer it to the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent service that provides a fair way to resolve complaints. We are a member, we accept its decisions, and we implement its recommendations as soon as we are informed of them.
The standards we hold ourselves to
Visibility
We make it easy to find out how to complain or apply for hardship, not only when a problem arises.
Objectivity
Every complaint is addressed equitably, and reviewed by someone not involved in the matter where possible.
No charge
Our IDR procedures are free of charge to everyone who uses them.
Confidentiality
We keep the information you share with us confidential.
Customer focus
We are helpful, user friendly, and communicate in plain English throughout.
Analysis and improvement
Complaints are classified and analysed to identify trends and improve our service.
Raising a concern with us
This Internal Dispute Resolution service is provided free of charge. Our IDR procedures are published on this website and reviewed at least annually to keep them current. Grand Ocean Financial Services is a member of the Commercial & Asset Finance Brokers Association (CAFBA) and the Australian Financial Complaints Authority (AFCA), Membership No. 115670.