Compliments & Concerns

Your feedback (both good and bad) helps us to learn and grow.

While we strive to make every loan a positive experience, we know there are times that we may have let you down.

Either way, we want to hear from you as this is how we can improve.

Compliments

We love hearing that we have made your day with our service and our offerings.

Hearing what we have done well and sharing your success with other potential clients helps keep our business running.

If you would like to provide a testimonial or simply want to send thanks to your broker, then you can either email our office or use our contact form.

Concerns

Our reputation is built on matching the appropriate product(s) to the individual’s requirements. We go to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from time to time, where clients may be dissatisfied with the outcomes of our consultation process. If you have a complaint about the service that we provide, the following avenues for resolution are available to you.

Dispute Resolution Policy

At Astute Ability Group we value our customers and are committed to provide an impartial and without delay a solution to any disputes or complaints which may arise.

In the majority of cases a complaint is merely a misunderstanding that can be resolved during the initial conversation with our complaints contact person.

Should you have any concerns, please contact us immediately.

Our complaints person to speak with is Mhairi MacLeod. Her contact details are below:

Phone: (02) 4367 7277

Email: info@astuteability.com.au

Address: Shop 10, 40 Karalta Road, ERINA NSW 2250

OR

Australian Financial Complaints Authority Limited – this is our external dispute resolution scheme

www.afca.org.au

Phone: 1800 931 678

Email: info@afca.org.au

Postal: GPO Box 3, MELBOURNE, VIC, 3001

PLEASE NOTE: We would like the opportunity to speak with you to resolve any disputes prior to you contacting the Credit Ombudsman above. Taking the time to speak with us and using these services comes at no cost to our clients.