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What to do if you have a dispute or complaint?

We hope you are delighted with our services, but if you have a complaint, please let us know so we can work towards resolving it promptly and fairly.

Making a complaint to us is free.

If you have a complaint about our organisation’s products, services, a staff member and or how we handle complaints, or something else we want to hear from you. You are always welcome to contact us.
You can contact us by using the details below or by sending us a message:

Contact: Jason Pestano
By Phone: 0479 08 1117
By Email: [email protected]

By Mail: Elend Finance – Complaints and Feedback, PO BOX 4376, Baldivis WA 6171.

We are committed to resolving your complaint and doing the right thing by our customers. Most complaints are resolved quickly, and you should hear from us verbally or in writing within one business days.

You can make a complaint verbally or in writing by contacting your broker directly.

Accessing our policy

You can access our Internal Dispute Resolution Procedures here: https://elendfinance.com.au/dispute-resolution-procedures.  If you require accessibility assistance (including language and translations), please use the details above so we can help.

External Dispute Resolution Scheme

If we do not reach an agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA).

You can contact AFCA using any of the following:

Online: www.afca.org.au

Email: [email protected]

Telephone: 1800 931 678 (toll free)

Mail: GPO Box 3, Melbourne Vic 3001

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further. You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.