COMPLAINTS POLICY (IDR)
Dayna Bishop and Benjamin Bishop of D&B Financing are committed to the efficient and fair resolution of all client complaints as and when they are received. This commitment applies to all parties involved in any complaints or dispute process.
Dispute Resolution Pathways
Dayna Bishop and Benjamin Bishop, as Credit Representatives, provide two types of dispute resolution processes for clients:
Internal Dispute Resolution (IDR)
External Dispute Resolution (EDR)
Internal Dispute Resolution (IDR)
Our internal complaints handling system is easy to understand and written in plain English. We make every effort to ensure clients have the opportunity to express concerns and complaints.
If you have a concern or complaint, you may:
Email us at compliance@nlg.com.au
Talk to our Complaints Manager by calling 1300 888 416
Write to: Level 7, 492 St Kilda Road, Melbourne VIC 3004
Talk to your NLG Credit Representative
Upon receipt of a concern or complaint, we will discuss the issue with you and undertake any necessary investigation to resolve the issue.
All client complaints are to be acknowledged within 24 hours of receipt of the initial complaint.
Unless unforeseeable circumstances arise, all client complaints are to be resolved within 30 days of receipt.
If after 30 days the complaint remains unresolved, you will be informed in writing that the complaint cannot be resolved and advised of your right to continue through an External Dispute Resolution Scheme.
External Dispute Resolution (AFCA)
NLG is a member of AFCA (Australian Financial Complaints Authority). Clients are free to make enquiries with AFCA to address any grievances they may have.
Complaints can be lodged with AFCA electronically via their website, or in writing to:
Mail: Australian Financial Complaints Authority, G.P.O. Box 3, Melbourne VIC 3001
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Office Hours: Monday to Friday, 9:00am - 5:00pm (AEST