Our Complaints Handling Policy

Introduction

We (Qube Funding Pty Ltd trading as Letme Finance, Australian Credit Representative number xxxxxx) are committed to providing all our  customers with excellent service. However, if you  or any customer believes we have not adequately  met our obligations, or you have a complaint about  any of our services; we encourage you to let us  know so we can resolve to your satisfaction. 

What is a complaint?

A complaint is defined in AS/NZS 10002:2014 and  ratified by ASIC as “an expression of dissatisfaction  made to or about an organisation, related to its  products, services, staff, or the handling of a  compliant, where a response or resolution is  explicitly or implicitly expected or legally required.”

Any person who is dissatisfied with our service, for  any reason, may contact us to complain.  Sometimes we may receive negative feedback,  which is not an actual complaint and as such may  not require a resolution or formal follow up. Whilst  we welcome feedback from all our customers, this  policy does not apply to feedback of this nature.

How to lodge a complaint

If you have a complaint to make and you have not  been able to resolve it to your satisfaction with the  staff member involved, we encourage you to let our  Complaints Officer know via any of the following  contact points:

• Via phone on xx xxxx xxxx
• Via email on hello@letmefinance.com.au
• Via our website – letmefinance.com.au

When making a complaint, please provide the  following information:

• Your name and contact details
• Details of the services we provided • The nature of the complaint
• Details of the employee involved
• Copies of any documentation or correspondence supporting the complaint

Extra assistance

Should any extra assistance be required to resolve  this issue, including language interpretation please  let our Complaints Officer know. We will then  attempt to rectify any such challenge.

Our internal resolution processes

Upon receiving a complaint in writing, our  Complaints Officer will attempt to contact the  complainant within a maximum 24 hours, using the  same medium that complaint was received or in a  manner requested by complainant. This initial  contact will be to at least acknowledge receipt of  the complaint and our intent to investigate and  resolve asap.

Subsequently, our Complaints Officer will  proactively and respectfully address the matter  directly with the complainant with an intent to  resolve within 5 business days. Sometimes this will  not be possible, but in all circumstances, we will  formally respond in writing within a regulatory  maximum of 30 calendar days from when the  complaint was first received.

Within this 30 day period, and unless resolved to the complainant’s satisfaction within 5 business  days, our Complaints Officer will put in writing the  following details to the complainant: 

• Details of complaint received.
• Contact details of our Complaints Officer.
• Outcome of our internal complaint investigation, including steps and decisions taken.
• An explanation of our decision measured against complaint made and investigation taken.
• The complainant’s right to contact our External Dispute Resolution body (see details below should they not be fully satisfied with the outcome of our internal process.

External Dispute Resolution

If an issue has not been resolved to your satisfaction,  you can lodge a complaint with the Australian  Financial Complaints Authority (AFCA). Our  membership number is xxxxx. 

AFCA provides fair and independent financial  services complaint resolution that is free to  consumers. Details are as follows:

• Website via www.afca.org.au
• Email via info@afca.org.au
• Telephone via 1800 931 678 (free call)
• In writing to Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001