Compliments and Concerns.
We welcome feedback about your experience with Maple & Finch and take concerns seriously.
We value the relationships we build with our customers and welcome feedback about our services. Your comments help us respond to concerns and improve the experience we provide. Whether you want to recognise a positive experience or raise an issue, we encourage you to let us know.
Compliments
We appreciate hearing when someone from Maple & Finch has made your experience a positive one. If a team member has provided particularly helpful service, please tell us so we can recognise and encourage that work.
Concerns
If you believe our service has not met your expectations, please raise the matter with us. We take concerns seriously and aim to make the complaints process straightforward, prompt and fair. When contacting us by email or post, include enough information to help us understand what occurred and investigate your complaint. You can use our contact page to get in touch.
Need an update on your complaint?
You are welcome to request an update at any time after lodging a complaint. Please refer to your earlier communication so that we can respond effectively.
Resolution
We aim to resolve complaints promptly. If we cannot resolve your concern immediately, we will acknowledge it in writing within 24 hours. We will consider your complaint fairly and work towards a resolution as quickly as possible.
If your complaint is still being investigated after 30 days, we will explain the delay in writing and advise when we expect the investigation to finish. Once the investigation is complete, we will provide our decision and the reasons for it in writing.
Taking it further
If you are unhappy with our response, your concern remains unresolved, or you have not received a response within 30 days, you can bring the matter to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution body.
Australian Financial Complaints Authority (AFCA)
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
AFCA may apply time limits to complaints. Check the AFCA website promptly to find out which limits apply to your circumstances.