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0402 411 154

Complaints

RateBridge Finance

At RateBridge Finance, we aim to provide our customers with superior service. Your feedback — whether a concern or a compliment — helps us improve and lets us know when we have got it right.

Compliments

We love hearing when we have made a difference to your business. If a member of the RateBridge Finance team has provided service you were happy with, we would be grateful to hear about it. Positive feedback helps us recognise what is working and continue delivering it.

You can share a compliment:

By phone: 0402 411 154
By email: info@ratebridge.com.au
With your permission, we may share your feedback as a testimonial. We will always ask before using your name or business details publicly.

Complaints — Our Dispute Resolution Process

We know that despite our best efforts, sometimes things can go wrong. If you have any concerns with the level of service received, it is important that we are aware of the issue and have an opportunity to restore your confidence.

A concern left unresolved can lead to a lasting negative impression. In the first instance, we strongly recommend you speak with the person you originally dealt with to see if the matter can be resolved directly.

If after speaking with your contact you still feel the matter has not been resolved, we invite you to escalate it as a formal complaint for further investigation:

By phone: 0402 411 154
By email: info@ratebridge.com.au
By Post: PO BOX 196 Craigieburn VIC 3064

To assist us, please clearly explain all matters relevant to the issue and the outcome you are seeking. On receipt, we will contact you if any further information is needed.

Investigating Complaints

When we receive a complaint, we will attempt to resolve it promptly. We will observe the following principles in handling your complaint:

  1. There is no requirement for face-to-face contact, although it may be useful in coming to a satisfactory resolution.
  2. We expect that both parties will make a genuine attempt to resolve the complaint promptly.
  3. We expect that both parties will provide all essential and relevant information, documents, written statements, and other materials that may reasonably assist in resolving the complaint.
  4. We expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.

Unless there are exceptional circumstances, we will respond within 30 days of receiving your initial contact.

If we are unable to resolve the complaint within 30 days, we will:

  • advise you of the reason for the delay; and
  • specify a date when a decision can reasonably be expected.

External Dispute Resolution

If we do not reach agreement on your complaint, you may refer it to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme that is free to small businesses.

RateBridge Finance is a member of AFCA.

AFCA contact details:
Website: www.afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

External dispute resolution is a free service that provides an independent mechanism to resolve complaints. Time limits may apply to lodging a complaint with AFCA, so you should act promptly, or consult the AFCA website to find out if or when the relevant time limit applies to your circumstances.