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We, Waterdale Enterprises PTY Ltd (ACN 063 567 519)
as trustee for the Boag Family Trust trading as: Peel Finance Brokers believe
that it is essential for our customers to be able to identify and deal with a
broker who has the ability, authority and proper training to hear and respond
appropriately to any complaints or disputes.
We are a member of the Mortgage & Finance
Association of Australia (MFAA) and as such we are also subject to the
requirements to have in place an Internal Dispute Resolution procedure.
Receiving complaints
You can lodge complaints by contacting Terry Boag,
the Complaints Officer by either:
·
telephoning (08) 95359151
·
faxing (08) 95359152
·
e-mailing
peelfin@southwest.com.au
·
writing to Peel Finance Brokers, PO
BOX 1293, Mandurah WA 6210
or by speaking to any representative of our business
who will refer you to the Complaints Officer.
You should explain the details of your 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 principals in handling
your complaint:
1.
there is no requirement for
face-to-face contact between you or us, although it may be useful for us to
come to a satisfactory resolution;
2.
we expect that both parties will make
a genuine attempt to resolve a complaint promptly;
3.
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;
4.
we expect that both parties will
comply with all reasonable requests from 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 COSL (Credit Ombudsmen
Service Limited) phone 1800 138 422,
www.cosl.com.au
External dispute resolution is a free service
established to provide you with an independent mechanism to resolve specific
complaints.
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