Internal Dispute Resolution Policy
Solar Financial Solutions is committed to a fair and prompt resolution of any complaints or disputes.
Please let us know of any concerns you may have promptly as the issue may be resolved at the first point of contact.
Any complaints will be handled in an equitable, objective and unbiased manner.
Personal information concerning the complaint or dispute will not be disclosed unless it is needed for the purpose of addressing the complaint or dispute.
Often complaints are misunderstandings that can be resolved efficiently during a telephone conversation with our Complaints Contact Person by phoning 1300 213 320.
Complaints can also be lodged with SFS via the below methods:
Fax: A letter marked to the attention of the Complaints Contact Person on 1300 930 703
Post: A letter marked to the attention of the Complaints Contact Person to
PO Box 4069, Seaton, SA, 5023
If you chose to email, fax or write to us with a complaint, you will receive an acknowledgement so you know that we have received your complaint.
The Complaints Contact Person will contact and assist you with handling the complaint and advise if any further information is required.
The Complaints Contact Person will liaise with managers and staff at Solar Financial Solutions to find answers for you and if appropriate determine a fair solution.
You will be informed of the decision and the reasons for that decision.
We will in all instances respond to your complaint within 45 days of receipt of the initial complaint. If we are unable to resolve the complaint within 45 days we will inform you of:
The reasons for delay
An approximate date when a decision can be reasonably expected
Your right to contact our External Dispute Resolution scheme provider
All complaints will be processed at no charge to you.
If you are not satisfied with the outcome of your complaint you have the right to contact our External Dispute Resolution scheme provider which is Credit Ombudsman Service Limited ("COSL"). The contact details for COSL are:
Credit Ombudsman Service Limited
PO Box A252 South Sydney NSW 1235
Phone: 1800 138 422
Fax: (02) 9273 8440