COMPLAINT HANDLING

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.

You can make a complaint verbally or in writing by contacting your broker directly or by using any of the following:

Email : amar@bicafinance.com.au

Phone : 0404 276 704

Mail: PO Box 263, Flinders Lane VIC 8009

or you can use the form below

RESOLUTION

At BICA Finance we take customer satisfaction very seriously, we assure you any concerns will be dealt with in a swift and professional manner.

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.

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 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 Australian Financial Complaints Authority (AFCA). You can contact AFCA at:

Phone: 1800 931 678 (local call cost)
Australian Financial Complaints Authority
GPO Box 3
Melbourne Vic 3001
www.afca.org.au