At TierONE Capital, we are committed to providing you with quality loans, investments and customer service. If you have a complaint, please contact us so we may resolve the issue and learn from it. We will address each complaint in an equitable, objective and unbiased manner through the complaints handling process detailed below.
We promise we will investigate and resolve your complaints quickly and, wherever we can, to your satisfaction.
To assist us with this process, you must attend to the following:
- Gather supporting documentation that relates to your complaint.
- Contact us to explain and discuss your complaint, including the issues and how you wish to resolve your complaint. You can email or call our Complaints Officer via info@tieronecapital.com.au or 1800 287 346.
What we will do:
- We will acknowledge receipt of your complaint by email or phone within two business days of its receipt.
- We will treat all complaints seriously and will always aim to resolve the complaint as quickly as we can and, where reasonable to do so, immediately. We recognise that more complex complaints may take longer. We will respond and finalise your complaint within 45 days, or if we are unable to do so, we will advise you of the reasons why.
We commit that we will act fairly, reasonably and professionally in attempting to resolve your complaint and keep you informed as to the development and reasoning in relation to your complaint.
In the case of complex issues, we will keep in regular contact and keep you informed as to progress and when we expect to provide an outcome.
TierONE Capital adopts a client focused approach and is open to receiving feedback to demonstrate its commitment to resolving complaints. The Complaints Officer can offer assistance to complainants in the formulation and lodgement of complaints, if required. All complaints will be reviewed and analysed to identify any systematic, or recurring incident problems and trends, and to help eliminate the underlying causes of complaints. TierONE Capital seeks to continually improve the effectiveness and efficiency of its complaints-handling process.
Version 2; last updated: January 2024
