Australian Asset & Lending Solutions is committed to providing professional, ethical and transparent service. We value feedback and view complaints as an opportunity to resolve concerns and improve our services.
If you are dissatisfied with our service, conduct, communication, website information, application handling or any other matter connected with AALS, please let us know as soon as possible.
How To Make A Complaint
You can make a complaint by contacting us using the details below:
Australian Asset & Lending Solutions
Email: john@asls.net.au
Phone: 0451 411 183
Please include your name, contact details, a description of your complaint, any relevant application or reference details, supporting documents, and the outcome you are seeking.
What We Will Do
When we receive your complaint, we will:
- Acknowledge receipt of your complaint;
- Review the information provided and request further information if needed;
- Investigate the matter fairly and objectively;
- Consider any applicable laws, lender requirements, Australian Consumer Law obligations and industry standards;
- Work with you to understand the circumstances and possible resolution options; and
- Provide a response outlining the outcome of our review.
Timeframes
We aim to resolve complaints as quickly as possible. Some complaints can be resolved immediately, while others may require further investigation or input from lenders, funders or other third parties.
Where a specific legal, regulatory or external dispute resolution timeframe applies, we will take reasonable steps to comply with that timeframe.
Fair Treatment
We will treat complainants fairly, respectfully and without discrimination. We will not charge a fee for handling a complaint made directly to us.
If you need assistance to make a complaint, please let us know and we will take reasonable steps to help you access our complaints process.
Australian Consumer Law
Nothing in this complaints process limits any rights or remedies you may have under the Australian Consumer Law or any other applicable law. We aim to ensure our website, communications and service descriptions are clear, accurate and not misleading.
External Dispute Resolution
If you are not satisfied with the outcome of our internal complaints process, or we are unable to resolve your complaint, you may be entitled to refer the matter to the Australian Financial Complaints Authority (AFCA).
AFCA provides independent external dispute resolution services for eligible consumers and small businesses. AFCA will determine whether a complaint falls within its rules and jurisdiction.
Further details are available on our AFCA Information page.
Complaints About Lenders Or Other Providers
AALS acts as a commercial finance broker and introducer to lenders, financiers and funding providers. If your complaint relates to the conduct, decision, product, fee, term or process of a specific lender, financier or provider, you may also have rights to complain directly to that organisation or to its external dispute resolution scheme.
Privacy Complaints
If your complaint relates to how we handle personal information, we will manage it in accordance with our Privacy Policy and applicable privacy obligations.
Contact
Australian Asset & Lending Solutions
Email: john@asls.net.au
Phone: 0451 411 183