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At Sira Finance, we are committed tobuilding strong, long-term relationships with our clients and referralpartners. Your feedback is important to us. It allows us not only to addressany immediate concerns but also to continually improve the quality of ourservices.
We understand there may be times whenyou wish to compliment us on a positive experience, and other times when youfeel we may not have met your expectations. We welcome both.
Compliments
At Sira Finance, we are committed tobuilding strong, long-term relationships with our clients and referralpartners. Your feedback is important to us. It allows us not only to addressany immediate concerns but also to continually improve the quality of ourservices.
We understand there may be times whenyou wish to compliment us on a positive experience, and other times when youfeel we may not have met your expectations. We welcome both.
Concerns or Compliants
If, for any reason, you feel that theservice you have received has not met your expectations, we encourage you tolet us know. We have established a formal complaints handling process to ensureconcerns are managed fairly, efficiently, and transparently.
You can contact us through thefollowing methods:
Complaints Handling Officer - MuneerSalehSira Finance
Phone: +61 424 399 396Email: info@sirafinance.com.au
If contacting us by email or mail,please provide as much detail as possible about your concern so we caninvestigate thoroughly. We will acknowledge receipt of your complaint andconfirm that it is being reviewed. Once our investigation is complete, we willprovide a written response outlining our findings and the reasons for ourdecision..
Third-Party Products or Services
If your complaint relates to a productor service provided by a third party (for example, a lender), we may refer youdirectly to that organisation so they can address your complaint under theirown dispute resolution process.
If you are not satisfied with thethird party’s response, you may escalate the matter to their External DisputeResolution Scheme. We can assist you with contact details if required.
Updates on your Complaints
If you have lodged a complaint andwould like an update, you may contact us at any time using the details above.Please reference your previous communication so we can respond efficiently.
Resolution Timeframes
Where possible, we aim to resolvecomplaints immediately. If further investigation is required, we will work toresolve the matter as quickly as possible and treat you fairly throughout theprocess.
We aim to provide a formal writtenresponse within two weeks of receiving your complaint. If the matter requiresadditional time, we will update you accordingly. In any event, if yourcomplaint remains unresolved after 45 days, you will be informed of the reasonfor the delay and the expected timeframe for completion.
External Dispute Resolution
If you are not satisfied with ourresponse, or if 45 days have passed without resolution, you may refer yourcomplaint to the Australian Financial Complaints Authority (AFCA), anindependent external dispute resolution scheme of which we are a member.
You can contact AFCA at:
Australian Financial ComplaintsAuthority (AFCA)
Phone: 1800 931 678 (free call)
Website: www.afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001
