At South Coast Business & Financial Solutions we aim to provide the best service for our customers.

In the event that you are unhappy with any part of our service, we have an Internal Dispute Resolution process in place to assist in solving your complaint. In conjunction with this scheme, South Coast Business & Financial Solutions is a member of the Credit Ombudsman Service Limited.

First Contact for Complaint
Complaints Person
Tony Cottam (Managing Director)
Ph: 02 4454 4502 or email tony@everylender.com.au
Or
Joanne Menzies (Office Manager)
Ph: 02 4454 4502 or email joanne@everylender.com.au

The complaints persons are senior personnel in our organisation and have 40 years of experience between them and have the authority to deal with your complaint and negotiate relevant decisions to produce an outcome. The complaint may be presented to us by either letter, telephone, email or in person.

You Can Also Contact Us On/At:
Contact by mail:
South Coast Business & Financial Solutions
PO Box 272
Ulladulla NSW 2539

Freecall: 1800 422 657
Phone: 02 4454 4502
Fax: 02 4454 3322
Email: loans@everylender.com.au

If you are not satisfied with the outcome of the Internal Dispute Resolution Process, you have the option of contacting the Credit Ombudsman Service Limited on:
Freecall: 1800 138 422
Phone: 02 9273 8400
Website: www.cosl.com.au
Email: info@cosl.com.au

South Coast Business & Financial Solutions ensures that all staff who deal with customers are aware of the staff responsible for Internal Disputes Resolution. Each staff member is aware of what customer details to record if the Complaints Contact Person or Deputy is for any reason unavailable (this information will include a minimum of the name, telephone number, and description of the customer’s complaint).

South Coast Business & Financial Solutions does not charge any fee in respect to any complaint made by a customer.

A customer’s complaint will not be investigated by the Complaints Contact Person or Deputy if either is involved in the subject of the complaint.

We undertake to provide a written response to your complaint promptly (within 45 days) unless the complaint is resolved in the meantime.

If we are unable to respond to your complaint within forty five (45) days, we will inform you of the reasons for the delay.

We will be deemed to have responded to your complaint if we:
(a) Accept the complaint and, offer redress (if appropriate); or
(b) Offer redress without accepting the complaint; or
(c) Reject the complaint.

South Coast Business & Financial Solutions will give you written reasons for reaching the decision on your complaint and we will address the issues that are raised in your complaint.

If appropriate, our response will refer to applicable Legislation, Codes or Procedures.

When considering the appropriate resolution, South Coast Business & Financial Solutions will take into consideration the extent of loss or damage suffered by you, relevant legal principles, MFAA Code of Practice and the concept of fairness and industry best practice.

South Coast Business & Financial Solutions will store data concerning your complaint in such form and manner as we think fit but will always be conscience of Privacy Laws.

In order to identify any systematically recurring problems, South Coast Business & Financial Solutions will classify complaints according to the particular provisions of the MFAA Code of Practice alleged by you to have been breached.

Subject to legal constraints, including constraints as to privacy, we will make available data collected in respect of your complaint to the Australian Securities and Investments Commission, Credit Ombudsman Services Limited, the MFAA Investigating Officer, or any other Statutory Authority.

South Coast Business & Financial Solutions will regularly review our Internal Dispute Resolution Procedures as required to ensure that our complaints system is operating effectively. This document was reviewed on 24th June 2011.