Stratton Finance Pty Limited and its wholly owned subsidiaries and franchisees (we, our, us, Stratton) (individually and collectively referred to as Stratton Finance") considers feedback and complaints as valuable opportunities that assist us to continually strive to improve the services we offer to our customers.
Stratton Finance always follows the fundamental principles of honesty and fairness in dealing with our customers.
Stratton Finance holds an Australian Credit Licence and is regulated by ASIC.
Here’s our process:
1. Let us know
Tell us what’s gone wrong and one of our team will aim to be in contact with you within one business day.
We are here to help
If you have a complaint or feedback for Stratton, please let us know
Call us Your first point of contact is our customer service team, who are ready to help. They’re available 8:00am to 6:00pm, Monday to Friday AEST/AEDT.
Phone: 1300 787 288
Email us Info@stratton.com.au
By Mail Customer Service Team
Stratton Finance Pty Ltd
PO Box 5012
South Melbourne
Victoria 3205
2. Acknowledging and Assessing Complaints
We aim to acknowledge receipt of your complaint within 24 hours (or one business day) of receiving it, or as soon as practicable. This acknowledgment may be verbal or in writing, considering your preferred communication method.
Upon receipt, your complaint will be immediately reviewed and assessed carefully, with resolution options explored as a priority.
However, if we need to do some investigating, or consult with a team manager or other department, it might take a day or so, in which case we’ll let you know.
3. Providing a Response
Once our investigation has completed, we will provide you with an ‘Internal Dispute Resolution (IDR) response’ within 30 days after receiving the complaint.
An ‘IDR response’ is a written communication to you, informing you of the final outcome of your complaint (either confirmation of our actions to fully resolve your complaint or reasons for rejection or partial rejection of your complaint).
What if you’re not satisfied with the outcome?
If you’re still not happy with our final response or with our handling of your complaint, you can get in touch with, the Australian Financial Complaints Authority (AFCA) which is a free and independent dispute resolution scheme.
The contact details for AFCA are set out below.
Australian Financial Complaints Authority
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (freecall)
Post: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
Complaints
We pride ourselves on offering our customers excellent service. However, a situation may arise where you are unsatisfied with the service you received, or you have an issue that you would like us to address. In these circumstances we invite you to Get in touch with us. The more we learn, the better we can help.
One of our friendly and helpful team members can be contacted by any of the following methods:
By Phone 1300 787 288
By Mail
Stratton Finance Pty Ltd
PO Box 5012, South Melbourne, Victoria 3205
By Email
Email us at info@stratton.com.au
Things to know:
All Applications are subject to lender credit assessment, eligibility criteria and lending limits. Terms, conditions, fees and charges apply.
Information provided is factual information only and is not intended to imply any recommendation about any financial product(s) or constitute tax advice. If you require advice, you should consult a licensed financial or tax adviser.
Personal information is collected, used, stored and disclosed in accordance with Stratton Finance’s Privacy Policy
Stratton Finance ABN 63 070 636 903 Australian credit licence 364340 an asset finance broker that has access to a panel of lenders.