We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.

We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.

Compliments:

Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.

If one of our representatives has provided you with exceptional service in any way, we would love for you to contact us so that we can recognise their excellent work.

Concerns:

If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

Internal dispute resolution:

‍If you do have a complaint, please let us know, because if we don’t know about it we can’t fix it!

You should explain the details of your complaint as clearly as you can and you must do this in writing. You may contact us by email addressed to ‘The Complaints Officer’ at info@alignedcapital.com.au and please make sure you include as much information as possible.

When we receive a complaint, we will attempt to resolve it promptly. We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days we will write to you to explain why and to let you know when we expect to have completed our investigation.

When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.

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

Need an update on your complaint?

If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us using the details above and please be sure to refer to your earlier communication so that we can respond effectively.

Taking it further:

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party, the Australian Financial Complaints Authority (AFCA). You can contact AFCA by:

‍Online:www.afca.org.au
Telephone: 1800 931 678 (toll free)
Email: info@afca.org.au
Post: GPO Box 3, Melbourne Vic 3001

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further. You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.