What to do if you have a dispute or complaint?

At Oracle Loan Brokers, we strive to provide our clients with exceptional service. However, if at any time we have not met your expectations or you have a complaint about our services, please let us know so that we can work towards resolving the issue. We are committed to addressing your complaint promptly, thoroughly, and fairly.

How to make a complaint and the complaints process?

If you have a complaint, we request you follow these steps:

1. In the first instance, please contact our office at Oracle Asset Finance Pty Ltd.
2. We may ask for additional information and request you to put your complaint in writing to ensure your issue is properly investigated.
3. In cases where your complaint will take longer to resolve, we will update you progressively.

Third-party products and services

If your complaint relates to a product or service acquired through a third party (for example, a lender), we may ask you to contact the relevant third party directly. They will handle your complaint according to their complaint resolution process. If you are not satisfied with the resolution provided by the third party under their complaint process, you have the right to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.

Keeping you informed

Our Complaints Department will acknowledge receipt of your complaint within five business days. If we are unable to resolve the complaint or dispute to your satisfaction within five business days, we will write to you explaining the procedures we will follow in investigating and handling your complaint. Within 45 calendar days from the date you lodged the complaint with us, we will write to you advising the outcome of the investigation and the reasons for our decision. If more time is needed to complete the investigation, we will inform you accordingly.

Still not satisfied?

If you do not feel that we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant External Disputes Resolution Scheme (provided it falls within the scheme’s terms of reference), as detailed below. You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still ongoing, they may request that our internal processes be completed before considering the matter further. Our external dispute resolution service provider is the Australian Financial Complaints Authority, which can be contacted via:

• Telephone: 1800 931 678
• Website: https://www.afca.org.au/
• Mail: GPO Box 3, Melbourne, Victoria 3001