If you have a complaint about the service that we provide, the following steps or avenues for resolution are available to you.
Step 1
Please contact us first and tell us about your concerns.
Step 2
If the issue is not satisfactorily resolved within five (5) business days by talking with one of our consultant’s, we will apply our internal complaints process to manage your complaint appropriately. In this instance, the complaint will be escalated to the Compliance Officer. You may contact the Compliance Officer directly.
Compliance Manager
Phone: 1800 110 811
Email: [email protected].
Address: Eden Capital, PO Box 10533 Brisbane Adelaide Street QLD 4000
Our Compliance Officer will acknowledge receipt of your complaint within five (5) business days. If we are unable to resolve the complaint to your satisfaction within five (5) business days, we will write to you advising the procedures we will follow in investigating and handling your complaint.
Within forty- five (45) business days from the date you lodged the complaint with us, we will write to you advising you of the outcome of the investigation and the reason/s for our decision, or if required, we will inform you if more time is needed to complete the investigation.
Step 3
If you are not satisfied after the above steps have been attempted, you can have the dispute managed externally and independently. This external dispute resolution (EDR) process is available to you, at no cost. The EDR scheme is listed below.
Name: Australian Financial Complaints Authority
Email: [email protected]
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Things you should know
We don’t provide legal or financial advice. It is important you understand your legal obligations under the loan, and the financial consequences. If you have any doubts, you should obtain independent legal and financial advice before you enter any loan contract.
This document came into effect on 1 November 2019.