Complaints and Concerns
At Keystone Finance Group, we are dedicated to cultivating enduring relationships with our esteemed clients. Your feedback is instrumental in addressing immediate concerns and consistently enhancing our products and services.
We understand that there are moments when you may wish to express commendation for a job well done, and other times when you may need to communicate areas where we may not have met your expectations.
Feedback
Our team is always thrilled to receive recognition for delivering a positive and successful experience. If any of our representatives have provided exceptional service, we encourage you to share your compliments through the contact details provided below. Your feedback will further motivate and acknowledge their efforts.
Concerns
Should you ever feel that our level of care did not meet your expectations, we encourage you to communicate your concerns. We have established a straightforward process to ensure your concerns are promptly and fairly addressed. When reaching out to us via mail or email, please provide as much detail as possible regarding your complaint or concerns.
Need An Update On Your Complaint?
If you have lodged a complaint with us, feel free to contact us at any time for an update on its status. Utilize the contact methods listed above, and please reference your earlier communication to facilitate an effective response.
Resolution
While we strive to address complaints promptly, if immediate resolution is not possible, we will send you an acknowledgment within 5 days. We are committed to treating you fairly and working diligently to resolve your complaint as expeditiously as possible. In the rare instance that we are still investigating after 45 days, we will provide an explanation and an estimated completion date.
Once our investigation is complete, we will notify you of the outcome and the reasons behind our decision.
Taking It Further
We trust that you will be content with how we handle your complaint. However, if your concerns persist or you have not received a response within 45 days, you have the option to escalate your complaint to an independent party, the Australian Financial Complaints Authority (AFCA). You can contact AFCA using the details below:
Phone: 1800 931 678 (local call cost)
Australian Financial Complaints Authority
GPO Box 3
Melbourne Vic 3001
