Are you a Finance Broker or Introducer who has had a Borrower make a complaint against you?
Are you a finance broker or an introducer? Has a borrower make a complaint about you to the Australian Financial Complaints Authority (AFCA) and/or to a professional body?
Are you unsure of how to appropriately respond to these complaint/s? Are you wondering where to turn from here?
Such complaints made by borrowers can be very stressful on you, and the process of responding to them can cause disruption to your business. Further, if such complaint/s are found to be justified, they can have a very significant impact on both your business and your professional reputation.
Objectively review the complaint/s made against you by the borrower and your file materials in relation to the relevant loan, and advise you on the relevant issues that arise;
Prepare an appropriate response to the complaint/s and any queries raised by AFCA / the professional body on your behalf;
Communicate with AFCA and/or professional body on your behalf during the process of them investigating your complaint, therefore minimising stress these complaint/s place on you and the disruption these complaint/s cause to your business; and
Objectively advise you of the issues that arise as the process of investigating these complaint/s progresses, and advise you of the recommended Way Forward.