Complaints Procedure

Complaints

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:

  • making a complaint is as easy as possible,
  • we treat your complaint seriously,
  • we deal with your complaint promptly and in confidence, and
  • we learn from complaints and use them to review and improve our service.

What is a Complaint?

A complaint is where you require a response or resolution when you are not happy with the service or product stratton has provided to you.

It can be about anything, and could include:

  • When we do not deliver a service on time,
  • When we give you the wrong information,
  • When you receive a poor quality service, or
  • When you have a problem with a member of staff.

How to Make a Complaint

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:

Step 1: Speak to your Consultant

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.

Step 2: Contact our Customer Services Team

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:

E-mail your complaint to info@stratton.com.au with "Attention: Customer Services Team" in the subject line.

Online:

Submit your complaint via our Feedback form with "Customer service" selected in the "My feedback is about..." field.

Postal Mail

Mail your complaint to:

Customer Services Team
Stratton Finance Pty Ltd
PO Box 5012
South Melbourne VIC 3205

Phone

Call 1300 STRATTON (1300 787 288) and ask to speak with our Customer Services Team.

Fax

Fax your complaint to 1300 132 059 with "Attention: Customer Services Team" written on the cover sheet.

Step 3: Contact Our Compliance Officer

Please talk to our Compliance Officer if you are unhappy with the level of service or resolution expected from our Customer Service Team:

Compliance Officer
Email: compliance@stratton.com.au
Phone: (03) 9685 9759
P.O Box 5012
South Melbourne VIC 3205

Step 4: Contact our External Dispute Resolution Service

If you have followed our internal complaints process (including escalating your complaint to our Customer Services Team and Lending Compliance Manager), 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 CIO) via any of the methods listed below.

Please note that CIO will not normally investigate a complaint unless our internal complaints process has been followed and exhausted.

Phone

Call 1800 138 422.

Mail your complaint to:

Case Management Team
Credit and Investment Ombudsman Ltd
PO Box A252
Sydney South NSW 1235

More details

Further details regarding how to lodge a complaint with CIO can be found on their website at www.cio.org.au/complaint-resolution/making-a-complaint/

Response Times

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.

Comments & Feedback

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.