We aim to deliver excellent service to all of our customers.
However, if you are unsatisfied with any aspect of our service, we aim to ensure that:
A complaint is when you tell us you are not happy about the service we provide.
It can be about anything, and could include:
Our complaints process is designed to encourage the fast and efficient resolution of your complaint at the first point of contact. If you have a complaint, please utilise the following complaints process:
If you have a complaint, please speak to your Finance or Insurance Consultant about it. Our Consultants are empowered to resolve most problems and disputes, allowing for the fastest possible resolution of your complaint.
You can find contact details for all of our Consultants on the Our People page of our website.
If you are unhappy with your Consultant's response to your complaint, or you do not feel comfortable discussing your complaint with your Consultant, you can contact our Customer Services Team directly via any of the methods listed below.
Our Customer Services Team will fully investigate your complaint, and issue a response within 10 working days.
E-mail your complaint to firstname.lastname@example.org with "Attention: Customer Services Team" in the subject line.
Submit your complaint via our Feedback form with "Customer service" selected in the "My feedback is about..." field.
Mail your complaint to:
Call 1300 STRATTON (1300 787 288) and ask to speak with our Customer Services Team.
Fax your complaint to 1300 132 059 with "Attention: Customer Services Team" written on the cover sheet.
If you have made a complaint to our Customer Services Team and are unhappy with their response or feel your complaint has not been adequately resolved, you can contact our National Sales Director:
If you have followed our internal complaints process (including escalating your complaint to our Customer Services Team and Director of Group Operations), and are unhappy with our response or feel your complaint has not been adequately resolved, you can contact our External Dispute Resolution service (provided by COSL) via any of the methods listed below.
Please note that COSL will not normally investigate a complaint unless our internal complaints process has been followed and exhausted.
Call 1800 138 422.
Further details regarding how to lodge a complaint with COSL can be found on their website at http://www.cosl.com.au/Make-a-complaint.
We will acknowledge receipt of your complaint within two working days.
We will issue a full response within 10 working days.
If there is a delay in responding we will keep you informed of our progress.
We are happy to receive any other comments on the service we deliver to our customers. If you wish to pass on your comments or feedback, please contact us in any of the ways mentioned under Step 2: Contact our Customer Services Team above.
This page was printed from the stratton website.
Original URL: http://www.strattonfinance.com.au/contact-us/complaints-procedure.aspx
stratton offers finance and insurance for cars, properties, equipment and more. Visit us online at http://www.strattonfinance.com.au, or call 1300 STRATTON (1300 787 288).