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At Evolution Financial Services, we always work
hard to build strong and lasting relationships with our valued
customers. By listening to your feedback, not only can we address
any immediate concerns you may have, we will also continually improve our
products and services.
We know there are times when you may wish to
compliment us on something we have done well and other times when you may
wish to tell us we have not met your expectations.
Compliments
Our
representatives are always delighted to know that they have succeeded in
making your experience a pleasant and successful one.
If one of our representatives has provided you with
exceptional service in any way, please let us know using the details
below, so that we can further encourage them via this feedback process.
Concerns
If,
for any reason, you do not feel that you have received the highest
standard of care from us, we likewise encourage you to share this with
us. We have developed a process that we believe makes it easy for
you to tell us of your concerns and for them to be addressed quickly and
fairly.
You can contact us by whichever of the following
means best suits you:
' 1300
980 147
+ Complaints
Handling Officer
10/137 Kurraba Road
Kurraba Point NSW 2089
: stephen@evolutionfinance.com.au
If you choose to contact us by mail or
email, please make sure you provide as much detail as possible about your
complaint.
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Need
an Update on your complaint
If
you have lodged a complaint with us, you can contact us at anytime to ask for an update on its status.
Contact us through any of the methods listed above and please be sure to
refer to your earlier communication so that we can respond effectively.
Resolution
We will
try to deal with your complaint on the spot. However, if this is
not possible, we will write to you to acknowledge your complaint within 5
days. We will ensure we treat you fairly and will work to resolve
your complaint as soon as possible. In the rare event we are still
investigating your complaint after 30 days we will write to you to
explain why and to let you know when we expect to have completed our
investigation.
When we have completed our investigation we will
write to let you know the outcome and the reasons for our decision.
Taking
it further
We
hope that you will be satisfied with how we deal with your
complaint. However, if your concerns remain unresolved, or you have
not heard from us within 30 days, then you can have your complaint heard
by an independent party, the Australian Financial Complaints Authority
(AFCA). You can contact AFCA
' 1800 931 678|
+ Australian Financial Complaints
Authority
GPO Box 3
Melbourne VIC 3001
info@afca.org.au
: www.afca.org.au
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