INTERNAL DISPUTE RESOLUTION AND COMPLAINTS HANDLING
Clark Pacific Finance Pty Ltd ABN: 46 114 987 647 Lic No: 430671
Clark Pacific Finance is committed to client service and satisfaction.
What if I have a complaint?
Clark Pacific Finance has developed internal dispute resolution procedures to assist you to resolve a complaint or dispute about our services. Our internal dispute resolution procedures are free of charge.
We are also a member of an approved independent external dispute resolution scheme, called Credit Ombudsman Service Ltd.
How to make a complaint
In the first instance, please contact David Clark 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. David may request you to provide certain documents and other information to fully understand your complaint and the remedy you are seeking.
Clark Pacific Finances response
We will:
(a) confirm receipt of your complaint within 2 working days; and
(b) endeavour to resolve your complaint within 5 working days. If your complaint is complex, we will endeavour to resolve it within 10 working 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.
If your complaint is not satisfactorily resolved by Clark Pacific Finance within a reasonable period of time, you can escalate your complaint to our finance aggregator, Connective on 1300 656 637.
If appropriate, we may also refer the complaint to Connective for independent consideration or input.
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 www.cosl.com.au.