How are we doing?
At Victoria Finance, we believe in providing our clients with professional and courteous service. We welcome any feedback from our clients and ask that you should you have positive (or, hopefully not, negative!) feedback, you let us know. Our Feedback program complies with AS4269-1995 �the Australian Standard for Complaints Handling.
We can provide a Feedback Form for you use.
What if you aren’t happy with our service?
Should you have a concern with Victoria Finance, or one of our staff, please contact Gaetano Palmese, General Manager, to discuss the matter, or if it is easier, complete our Feedback Form detailing your complaint. We will investigate your complaint as a matter of priority. We undertake to acknowledge our receipt of your complaint within one business day, and to keep you updated on the progress of our investigation on a regular basis. If you wish to know the progress at any other time, contact us and we will be happy to advise you during the term of our investigation.
What if we can’t resolve your complaint to your satisfaction?
Hopefully we will be able to resolve any issues or concerns you have and we will work very hard to this aim. Should you, however, not be happy with the outcome, you may wish to consider making contact with the following organisations:
-
The Professional Lenders Association Network of Australia
(PLAN Australia)
www.planaustralia.com.au or 1300 787814 -
The Mortgage & Finance Association of Australia (MFAA)
www.mfaa.com.au or 1300 554 817 -
The Credit Ombudsman Service Limited (COSL)
www.creditombudsman.com.au or 1800 138 422 - Department of Fair Trading or Consumer Affairs in your state.
What if you have more questions?
Please call or email us at any time. We are keen to ensure that your experience with Victoria Finance is nothing but good!
