Fox Symes Complaint Handling Policy

What is a complaint?

A complaint is an expressions of dissatisfaction made to us about our products or services, or the complaint handling process itself, where you expect a response or resolution.

It is important to us that if in any way you are dissatisfied with our service or products then you have the opportunity to express your concerns, including complaints, and have them addressed.

We are committed to enhancing customer satisfaction by adopting a customer-focused environment which resolves all disputes or complaints and is open to, and welcomes all forms of feedback.

Please tell us about your complaint

If you have a complaint you can phone us and explain the problem on 1300 783 720.

If you prefer you can write, email or fax your complaint to:

The Complaints Officer
Fox Symes & Associates 
Locked Bag 29
Australia Square NSW 1215

Email: complaints@foxsymes.com.au
Fax: 1300 783 721

What we will do when we receive your complaint

We will contact you within 2 business days of receiving your complaint to acknowledge receipt and to discuss the complaint in more detail if required; if we are able to resolve the complaint to your satisfaction over the phone we will regard the matter as finalised. If the matter cannot be resolved over the phone we will investigate the complaint and respond to you in writing; the timeframe of this response will depend on the severity and complexity of the complaint.

How we assess your complaint

The objective of our Complaints Handling Policy is to provide customers access to an open and responsive complaints handling system which resolves issues in a systematic and responsive manner.

The guiding principles for our policy are:

  • Visibility - Information about how and where to complain are published to customers, personnel and other interested parties;
  • Accessibility - our complaints handling process should be easily accessible to all complainants;
  • Responsiveness - receipt of each complaint should be acknowledged immediately and complaints should be addressed promptly in accordance with their urgency;
  • Objectivity - each complaint should be addresses in an equitable, objective and unbiased manner through the complaints handling process;
  • Confidentiality - a customer's desire for confidentiality should be respected; and
  • Accountability - we take responsibility for our decisions and actions.

Initial Assessment

After receipt, your complaint will be initially assessed in terms of severity, complexity, impact and the need for potential and immediate action by the Complaints Officer. The complaint will then be handed to the relevant manager for further investigation and response.

Investigation of Complaints

Every effort will be made to investigate all the relevant circumstances surrounding the complaint. The level of investigation will be commensurate with the seriousness and severity of the complaint.

  1. Registration

    Complaint received by complaint officer: Complaint received by phone, fax, email or mail.

    Complaint recorded on complaint register: Your complaint will be recorded on the complaints register.

    Acknowledgment sent to complainant: Within 2 business days of lodging your complaint we will contact you to advise you we have received your complaint and to advise you of a timeframe within which we will respond.

  2. Investigation

    Complaint referred to department head: Your complaint will initially be referred to the head of the department concerned for investigation and response.

  3. Response and Determination

    Response sent to the complainant: The complaints officer will review the response and will reply to you in writing as quickly as possible.A final response will be provided within a maximum of 45 days.

What happens if you are still unsatisfied?

Should you not be satisfied with the outcome of your complaint we are a member of COSL (Creditor Ombudsman Service Ltd) and you are able to escalate the matter to the ombudsman for review. Our COSL membership number is M0010153 and the ombudsman can be contacted on 1800 138 422; additional information can be found on the COSL website www.cosl.com.au.

Fox Symes & Associates Pty Limited
COSL M0010153
ACN: 091 225 357 
Australian Credit Licence 393280

Fox Symes Financial Pty Limited
COSL 408906
ACN 095 463 353
Australian Credit Licence 392019

One Financial Corporation Pty Limited
COSL 406906
ACN 107 041 369
Australian Credit Licence 392652

Fox Symes Home Loans (Services) Pty Limited
COSL M0010685
ACN 122 544 781
Australian Credit Licence No 390864

Fox Symes Personal Loans Pty Limited
COSL M0011355
ACN 147 803 576
Australian Credit Licence No 403724

Fox Symes Home Loans (Mortgage Management) Pty Limited
COSL M0010778
ACN 120 163 822
Australian Credit Licence No 400714