INTERNAL DISPUTE RESOLUTION AND COMPLAINTS HANDLING.
D.J. Houston Investments Pty. Ltd. ACN: 140 082 373, ACL 387062.
D.J. Houston Investments Pty. Ltd. (“Houston Finance”) is committed to client service and satisfaction.
What if I have a complaint?
Houston Finance has developed internal dispute resolution procedures to assist you to resolve a complaint or dispute about our service. Our internal dispute resolution procedures are free of charge and we welcome the opportunity to resolve your complaint. We are also a member of an independent approved external dispute resolution scheme, called Credit Ombudsman Service Ltd.
How to make a complaint
In the first instance, please contact Darryl Houston; Internal Disputes Resolution Manager to submit your complaint. We would like to be the first to know if you are not happy with our services. You can contact us verbally or in writing. Darryl may request you to provide certain documents and other information to fully understand your complaint and the remedy you are seeking.
Darryl can be contacted via these methods:
- In writing: PO Box 787 HAPPY VALLEY SA 5159
- By phone: (08) 8381 7848 or…
- By email at: firstname.lastname@example.org
D.J. Houston Investments Pty. Ltd. response
- Confirm receipt of your complaint within 3 days; and
- Endeavour to resolve your complaint within 7 days. If your complaint is complex, we will endeavour to resolve it within 14 days.
If resolution of your complaint is not likely within these timeframes, we will keep you informed at regular intervals about the progress of our investigations and response.
What if I am still not satisfied?
If you are still not satisfied with the outcome, you have the option at any time to contact the Credit Ombudsman Service Ltd on 1800 138 422 or visit www.cosl.com.au
Copyright © 2015 D.J. Houston Investments Pty. Ltd. All rights reserved.