Complaint Resolution

Complaint Resolution Process at Scottie Financial

If you make a complaint, we commit to taking the following steps to resolve your concern:

Acknowledgment: Within one business day, we will acknowledge receipt of your complaint and provide an appropriate timeframe for our response.

Handling: Complaints or concerns may be handled by any of our client services team members. If the matter is serious or requires further attention, it will be escalated to our Customer Resolution Team.

Investigation: We will thoroughly investigate all circumstances of your complaint. If we need more information, we will contact you or other relevant third parties for the necessary documentation or details.

Communication: We will be respectful, communicate clearly, and respond within the timeframe specified in our initial acknowledgment. We will outline our decision and ensure you understand the findings.

Follow-up: After we have responded to your complaint, we may need to contact you regarding the outcome and any other matters that may need attention. We will never charge you for making a complaint—our internal complaint process is completely free.

External Resolution: If you are not satisfied with our response, you can lodge a complaint with Scottie Financial’s external dispute resolution body, the Australian Financial Complaints Authority (AFCA).

Contacting AFCA

AFCA is a free external dispute resolution service. They will independently review your complaint and reach their own outcome. You can contact AFCA via:

Phone: 1800 931 678 (free call) Mail: AFCA, GPO Box 3, Melbourne VIC 3001 Email: [email protected].au Website: www.afca.org.au

We value your privacy. Our Privacy Policy can be viewed on our website at: www.scottiefinancial.com/privacy-policy

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Further Assistance

For more information about complaints, you can visit the ASIC Moneysmart website at https://asic.gov.au/for-consumers/moneysmart/

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ASIC’s Moneysmart website provides information for consumers on what to do if you are experiencing financial hardship.

If you’re unhappy with either the service received or with your lender’s decision, you can make a complaint.

If you have multiple debts or need help applying for financial hardship, contact the National Debt Helpline at 1800 007 007 to talk to a financial counsellor for free.