DOUBLE TEN FINANCIAL SERVICES

DOUBLE TEN FINANCIAL SERVICESDOUBLE TEN FINANCIAL SERVICESDOUBLE TEN FINANCIAL SERVICES

DOUBLE TEN FINANCIAL SERVICES

DOUBLE TEN FINANCIAL SERVICESDOUBLE TEN FINANCIAL SERVICESDOUBLE TEN FINANCIAL SERVICES
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  • 中文信息
    • 购房常见问题解答
    • 西澳州购房及贷款流程简介
    • 提升购房 offer 竞争力的四个方法
    • 夫妻双方购房,房产一定是放两人共同名下吗?
    • 如何提高贷款能力
    • 转贷换银行 (Refinance) 的流程
    • 转贷换银行的成本 (Refinance Cost)
    • 如何联系银行,要求降低贷款利率
    • 用房产抵押贷款
    • Offset account 对冲账户
    • 免费的房产报告
  • Training
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  • More
    • Home
    • About Us
      • Our People
      • Our Process
      • Services
    • CALCULATORS
      • Home Loan Repayment
      • Property Purchase Fees
      • Estimate Borrow Capacity
    • Contact Us
    • 中文信息
      • 购房常见问题解答
      • 西澳州购房及贷款流程简介
      • 提升购房 offer 竞争力的四个方法
      • 夫妻双方购房,房产一定是放两人共同名下吗?
      • 如何提高贷款能力
      • 转贷换银行 (Refinance) 的流程
      • 转贷换银行的成本 (Refinance Cost)
      • 如何联系银行,要求降低贷款利率
      • 用房产抵押贷款
      • Offset account 对冲账户
      • 免费的房产报告
    • Training
      • Foundation
      • Commercial
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  • Home
  • About Us
    • Our People
    • Our Process
    • Services
  • CALCULATORS
    • Home Loan Repayment
    • Property Purchase Fees
    • Estimate Borrow Capacity
  • Contact Us
  • 中文信息
    • 购房常见问题解答
    • 西澳州购房及贷款流程简介
    • 提升购房 offer 竞争力的四个方法
    • 夫妻双方购房,房产一定是放两人共同名下吗?
    • 如何提高贷款能力
    • 转贷换银行 (Refinance) 的流程
    • 转贷换银行的成本 (Refinance Cost)
    • 如何联系银行,要求降低贷款利率
    • 用房产抵押贷款
    • Offset account 对冲账户
    • 免费的房产报告
  • Training
    • Foundation
    • Commercial

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Compliments and Concerns

Compliments and concerns


We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.


We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.


Compliments


Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.


If one of our representatives has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process.


Concerns


If for any reason, you do not feel that you have received the highest standard of care from us, we encourage you to share this with us. We have developed a process that makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.


If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.


Need an Update on your complaint


If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.


Resolution


We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days, we will write to you to explain why and to let you know when we expect to have completed our investigation.


When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.


Taking it further


We are committed to providing you with the best possible service, however we understand there may be times where you are not satisfied. If this occurs please inform us verbally or in writing with the exact details of your complaint, so we can work towards a prompt and fair resolution.


If we are unable to reach a satisfactory resolution, you can make a complaint in writing to the Australian Credit Licence holder, Connective Credit Services Pty Ltd. With regards to complaints resolution, we are mindful of the need to ensure that consumers are treated fairly and with respect during the complaints handling process. Any dissatisfaction with a credit representative operating under the licence will be handled in an efficient, timely and effective manner in accordance with ASIC regulations of Internal Dispute Resolution (IDR).


Connective Credit Services Pty Ltd details are:

Attention: Compliance and Complaints Handling Officer

Phone: 1300 656 637

Email: compliance@connective.com.au

Website: https://www.connective.com.au/

Mail: Level 20, 567 Collins Street, Melbourne VIC 3000


We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party. The complaint can be lodged with the Australian Financial Complaints Authority (AFCA):


Phone: 1800 931 678 (free call)

Email: info@afca.org.au

Website: www.afca.org.au

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001


Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Double Ten Financial Services. Credit Representative Number 525838 is authorised under Australian Credit License Number 389328.

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