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Mike Phipps Dispute Resolution
I , Mike Phipps, Director, Mike Phipps Finance, believe
that it is essential for my customers to be able to
identify and deal with a broker who has the ability,
authority and proper training to hear and respond appropriately
to any complaints or disputes.
I am a member of the Mortgage & Finance Association
of Australia (MFAA) and as such I am also subject to
the requirement to have in place an Internal Dispute
Resolution procedure.
Receiving complaints
You can lodge complaints by contacting Mike Phipps by:
You should explain the details of your complaint as
clearly as you can. You may do this verbally or in writing.
When I receive a complaint, I will attempt to resolve
it promptly. I hope that in this way we will stop any
unnecessary and inappropriate escalation of minor complaints.
I will observe the following principles in handling
your complaint:
1. there is no requirement for face-to-face contact
between you and I, although it may be useful for us
to come to a satisfactory resolution;
2. I expect that both parties will make a genuine attempt
to resolve a complaint promptly;
3. I expect that both parties will provide all essential
and relevant information, documents, written statements
and any other materials that may properly and reasonably
be believed to assist in resolving the complaint;
4. I expect that both parties will comply with all reasonable
requests from the other party to provide information
within a reasonable time frame.
My external
dispute resolution scheme
If we do not reach agreement on your complaint, you
may refer the complaint to an ASIC Approved External
Dispute Resolution (EDR) Scheme. My external dispute
resolution provider is COSL (Credit Ombudsmen Services
Limited) phone 1800 138 422, www.cosl.com.au
External dispute resolution is a free service established
to provide you with an independent mechanism to resolve
specific complaints.
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