Loan It Own It | Vehicle Finance Australia
COMPLAINTS & COMPLIMENTS
We’re Listening
Your feedback matters.
We are committed to listening to our customers, responding fairly and resolving concerns appropriately. We also welcome positive feedback and compliments about the service provided by our team.
Internal Dispute Resolution (IDR) Process
This policy provides information about our internal dispute resolution process.
Our internal dispute resolution service is provided to you free of charge.
VIKING ASSET AGGREGATION PTY LTD | ACN 661 296 457 | Australian Credit Licence 543046 believes that it is essential for us to have the ability, authority and appropriate training to hear and respond appropriately to complaints or disputes raised by our customers.
We aim to handle complaints fairly, efficiently and professionally and to work with you towards a suitable resolution.
How You May Lodge a Complaint or Make a Compliment
You can lodge a complaint or provide a compliment by contacting us using the contact details provided on our website.
When making a complaint, please provide as much relevant information as possible, including:
– Your name and contact details.
– Details of the product or service involved.
– A description of your concern.
– Relevant dates or events.
– Any supporting documents or information.
– The outcome you are seeking.
Providing this information will help us understand your concerns and respond as efficiently as possible.
What Happens After You Make a Complaint
When we receive your complaint, we will acknowledge it and review the information provided.
We may contact you if we require additional information or clarification.
We will investigate the matter fairly and objectively and consider the information available to us.
We will then provide you with a response explaining the outcome of our investigation and any action we propose to take.
Our Approach to Complaints
We aim to:
– Treat you with respect and courtesy.
– Listen carefully to your concerns.
– Investigate complaints fairly and objectively.
– Keep you informed about the progress of your complaint where appropriate.
– Provide a clear explanation of our decision.
– Take appropriate action where a complaint is found to be justified.
– Use complaints and feedback to improve our products and services.
Compliments and Positive Feedback
We also welcome compliments and positive feedback.
If you have had a positive experience with our team or believe someone has provided excellent service, we would be pleased to hear from you.
Your feedback helps us recognise good service and continue improving the customer experience.
Complaints Officer
Viking Asset Aggregation Pty Ltd
Suite 3.01, Level 3
12 Waterloo Road
Macquarie Park NSW 2113
Australia
Australian Credit Licence: 543046
You may contact us using the contact details provided on our website to lodge a complaint or provide further information.
If You Are Not Satisfied With Our Response
If you are not satisfied with the outcome of your complaint, you may have the right to escalate the matter to an external dispute resolution service or relevant regulatory body.
Information about available external dispute resolution options can be provided as part of our response to your complaint.
Important Information
We encourage you to contact us first so that we have an opportunity to understand your concerns and attempt to resolve the matter through our internal dispute resolution process.
Our complaints process is provided free of charge.
We are committed to handling complaints professionally, fairly and respectfully.