At Finstead we want every interaction to leave you better off. Whether something went well or fell short, we want to hear about it. Feedback, good and bad, is how we hold our standards and get better at what we do.
Compliments
If one of our representatives has gone above and beyond, please tell us. Positive feedback helps us recognise the people doing great work and reinforces the standard we hold ourselves to. You can pass on a compliment by email at hello@finstead.com.au or by calling the team.
Concerns and complaints
If something has not met your expectations, we want the chance to put it right. Please get in touch and we will take your concern seriously and handle it fairly. You can reach us at:
- Finstead Capital Pty Ltd
- 505/12 Century Circuit, Norwest NSW 2153
- Email: hello@finstead.com.au
- Phone: 1300 380 041
Need an update
If you have already raised a concern and would like an update, contact us on 1300 380 041 or at hello@finstead.com.au and we will let you know where things stand.
How we resolve concerns
When you raise a complaint with us, we will:
- acknowledge it within 24 hours;
- treat you fairly and look into the matter properly;
- work to resolve it as quickly as we can;
- if we are still investigating after 30 days, write to you to explain why and give you a timeframe for our response; and
- write to you with the outcome and the reasons for our decision.
Taking it further
If your complaint is not resolved to your satisfaction, or you have not received a response from us within 30 days, you can refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service.
- Australian Financial Complaints Authority (AFCA)
- Phone: 1300 56 56 62 or 03 9613 6399
- Mail: GPO Box 3, Melbourne VIC 3001
- Web: www.afca.org.au
Finstead Capital Pty Ltd | Australian Credit Licence 530764