For some types of complaints time limits do apply so the sooner you inform us of a problem, the easier it will be to resolve.
Complaints Policy
Our consumers are at the heart of our business, and we’re committed to giving them the highest quality service we can. Therefore, if you’re not happy with our service, let us know so we can put things right.
How to contact us to make a complaint
We have established complaint resolution procedures that aim to deal with complaints quickly and fairly.
Please send us your account details, a description of your complaint and what outcome are you looking for to resolve it, and any other relevant information.
Alternatively, you can have a representative of yours contact us on your behalf to assist.
In writing to: Complaints Officer
ColCap Financial Group
PO Box 1244
Sydney South NSW 1235
By email: [email protected]
By telephone: 1300 767 023
How long will it take?
We aim to resolve complaints as quickly as possible. We will provide our final response no later than 30 calendar days after we receive your complaint. If we cannot respond within that time, we will write to you before day 30 to explain why, tell you when we expect to respond and advise you of your right to take the matter to the Australian Financial Complaints Authority.
Where to go if you’re still not happy?
If you’re unhappy with our final response or the progress of your complaint, you can refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an externally managed complaints resolution scheme, of which Granite is member. You may contact AFCA at:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Australia
Phone: 1800 931 678
Email: [email protected]
Website: www.afca.org.au
Some questions you might have
Is there a time limit on making complaints?
Is there a cost involved in making a complaint?
No. Our complaint resolution procedure is provided free of charge to you.
In need of additional support?
We provide additional support for people in vulnerable circumstances such as family violence, financial abuse, illness, assistance with language communication or people who need additional support.
Are you facing Financial Hardship?
If you are facing financial hardship, we can help you in a number of ways.
Will the information I provide be kept confidential?
Yes. It is protected by the same confidentiality and privacy standards that protect all of your personal information provided to and held by us. We take your privacy entitlements seriously and our privacy policy explains the measures we put in place to ensure the confidentiality, accuracy and security of your personal information. You can find Granite’s privacy policy at Privacy Policy.pdf
Can someone else make a complaint on my behalf?
Yes. However, you will need to provide us with your written confirmation that you have authorised another person to lodge the complaint and to negotiate a resolution on your behalf.