SJ Financial

Dispute Handling

INTERNAL DISPUTE RESOLUTION AND COMPLAINTS HANDLING

Steel Sity Surf Korp Pty Ltd t/as SJ Financial Services ABN: 83 002 732 603

SJ Financial Services (“SJFS”) is committed to client service and satisfaction.

What if I have a complaint?

SJFS has developed internal dispute resolution procedures to assist you to resolve a complaint or dispute about our services. Our internal dispute resolution procedures are free of charge.

We are also a member of an independent approved external dispute resolution scheme, called Credit Ombudsman Service Ltd

How to make a complaint

In the first instance, please contact Sandra Jeffery to submit your complaint. We would like to be the first to know if you are not happy with our services. You can contact us verbally or in writing. Sandra may request you to provide certain documents and other information to fully understand your complaint and the remedy you are seeking.

SJ Financial Services’ response

We will:

(a) confirm receipt of your complaint within 3 days; and

(b) endeavour to resolve your complaint within 7 days. If your complaint is complex, we will endeavour to resolve it within 14 days.

If resolution of your complaint is not likely within these timeframes, we will keep you informed at regular intervals about the progress of our investigations and response.

What if I am still not satisfied?

If you are still not satisfied with the outcome, you have the option at any time to contact the Credit and Investments Ombudsman (CIO) on 1800 138 422 or visit www.cio.org.au