Complaints Handling Policy

Stratton Finance Pty Limited and its affiliates (individually and collectively referred to as Stratton Finance") considers feedback and complaints as valuable opportunities that assist us to continually strive to improve the products and 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.

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 contact us to discuss your concerns.

Stratton Finance will attempt to resolve your complaint at the first point of contact through our Internal Dispute Resolution processes. One of our friendly and helpful team members can be contacted by any of the following methods:

By Phone

Call 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

Dealing with Complaints

Acknowledging Complaints

We aim to acknowledge receipt of your complaint within 24 hours (or one business day) of receiving it, or as soon as practicable. We may acknowledge your complaint verbally or in writing. When working out how we will communicate with you, we will consider the method you used to contact us and any preferences you may have expressed about communication methods.

Assessing Complaints

Your complaint will be immediately reviewed and assessed carefully upon receipt. We will explore resolution options as a matter of priority.

Providing a Response

Once our investigation has completed, we will provide you with an ‘Internal Dispute Resolution (IDR) response’. An ‘IDR response’ is a written communication to you, informing you of:

1. 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);
2. your right to take the complaint to the Australian Financial Complaints Authority (AFCA) if you are not satisfied with our IDR response; and
3. the contact details for AFCA.

If we reject or partially reject the complaint, the IDR response will clearly set out the reasons for the decision.

However, please be aware that we will not provide you with an IDR response if we close the complaint by the end of the fifth business day after receipt and we have:

1. resolved the complaint to your satisfaction; or
2. given you an explanation and/or apology when we can take no further action to reasonably address the complaint.

Of course, we may still provide you with an IDR response even where the complaint is closed by the end of the fifth business day, if you have requested a written response.

Maximum Timeframe for an ‘IDR Response’

We will generally provide you with an IDR response within 30 days after receiving the complaint.

If you’re not satisfied with our final decision

If you are not satisfied with our final decision or feel that your complaint remains unresolved, you can refer the matter to AFCA, our external dispute resolution scheme. Details of the scheme are listed below:

Australian Financial Complaints Authority (AFCA)

GPO Box 3

Melbourne VIC 3001

Email: info@afca.org.au

Phone: 1800 931 678

Website: www.afca.org.au