We pride ourselves in offering personalised service to all our clients. As your opinion and feedback can assist us in providing an even better service, we want to ensure that your complaint is dealt with in a timely manner and directed to the correct officer who has the authority to resolve your problem.

You can lodge a complaint:

by telephone to Peter Stacey (02) 9727 9811

by letter to Peter Stacey, Money Centre, PO Box 213, Parramatta, NSW 2124

by fax to Peter Stacey (02) 9727 9822

by e-mail to: peter.stacey@moneycentre.net.au

by completing a complaint form and lodging it with any of our branches.

Once your complaint has been lodged, the matter will be forwarded to our Complaints Officer or Deputy Complaints Officer for consideration. It will take between 7 to 10 working days for us to resolve your complaint depending on the complexity of the problem. Initially, we will contact you by telephone to resolve the matter. If the problem cannot be resolved after the telephone discussion, a letter acknowledging the complaint will be sent to you explaining a thorough investigation will be undertaken by one of our complaint officers and that a written response, informing you of our decision and the reasons for reaching that decision, will be sent to you within 45 days of receiving your complaint.

Unless there are exceptional circumstances all complaints will be handled within a 45 day period under our policy or you will receive a written confirmation as to the reasons for the delay and specify a date when a decision can be reasonably expected.

If you are dissatisfied with our response or it has exceeded the 45 day period without any response from us, you have the right to refer the complaint to our external Credit Complaints Ombudsman - Credit Ombudsman Service Limited. COSL is an External Complaint Resolution Scheme and their contact details are as follows:

Credit Ombudsman Service Limited
Phone: 02 9273 8400
Fax: 02 9261 2798

E-mail: info@cosl.com.au

Address: Level 7, 287 Elizabeth Street
Sydney NSW 2000

Mail: PO Box A252 Sydney South NSW 1235

Website: www.cosl.com.au