Dispute Resolution

Krste Kojoski / AKR Financial Solutions Pty Ltd is committed to the efficient and fair resolution of all client complaints as and when they are received. This level of fairness in treatment applies to all involved in any complaints or dispute process.

We have two types of dispute resolution processes for clients: Internal Dispute Resolution and External Dispute Resolution.

Internal Dispute Resolution

Our internal complaints handling system is easy to understand and in plain English. We will make every effort to ensure that you have every opportunity to express your concern and complaint.

If you have a concern or complaint with us you may:

Email us at compliance@nlg.com.au
Talk to our Complaints Manager by calling 1300 888 416
Write a letter addressed to Level 7, 494 St Kilda Road, Melbourne VIC 3004
Talk to your National Lending Group Credit Representative

Upon receipt of a concern or complaint we will discuss the issue with you and undertake any necessary investigation to resolve it. All client complaints will be responded to within 5 days of receipt. Unless unforeseeable circumstances arise, all client complaints will be resolved within 30 days of receipt.

If after this period the complaint remains unresolved, you will be informed in writing that your complaint cannot be resolved, and we will inform you of your right to continue through the External Dispute Resolution Scheme of which National Lending Group is a member.

External Dispute Resolution (AFCA)

National Lending Group is a member of the Australian Financial Complaints Authority (AFCA). Clients are free to make enquiries with AFCA to address any grievances they may have. Complaints can be lodged with AFCA electronically via their website, or in writing to:

Australian Financial Complaints Authority
G.P.O. Box 3, Melbourne VIC 3001
Online: www.afca.org.au | Email: info@afca.org.au | Phone: 1800 931 678
Office hours: Monday to Friday, 9.00am to 5.00pm (AEST)