OUR INTERNAL DISPUTE RESOLUTION (IDR) SERVICE
This IDR service is provided free of charge to you
Smith Lovett & Associated Brokers Pty Ltd (ACN 134 568 291) atf Smith Lovett & Associated Brokers Unit Trust trading as Yield Finance Group (ABN 61 340 858 332)
Our business believes that it is essential for our customers to be able to identify and deal with an employee or broker who has the ability, authority and proper training to hear and respond appropriately to any complaints or disputes.
Our Internal Dispute Resolution process is approved by the Commercial Asset Finance Brokers Association (CAFBA) and meets current ASIC regulatory requirements.
You can lodge complaints by contacting Ms Ivy Smith, our Complaints Officer by:
Alternatively, speak to any representative of our business and they 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.
When we receive a complaint, we will 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:
- There is no requirement for face-to-face contact between you and us, although it may be useful for us to come to a satisfactory resolution;
- We expect that both parties will make a genuine attempt to resolve a complaint promptly;
- We expect that both parties will provide all essential and relevant information, documents, written statements and any other materials that may properly and reasonably be believed to assist in resolving the complaint;
- We expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.
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 Resolution provider is the Australian Financial Complaints Authority (AFCA) phone: 1800 931 678 (free call), email: email@example.com or post to GPO Box 3 MELBOURNE VIC 3001, www.afca.org.au.
External Dispute Resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.