Compliments and Concerns

At DM Finance, we value strong, long-term relationships. Your feedback helps us understand what we are doing well and where we can improve.

Whether you would like to recognise great service or raise a concern, we are here to listen.

Compliments

If a member of our team has provided exceptional service, we would love to hear about it. Your feedback helps us recognise great work and maintain a high standard of care.

Concerns

If you feel we have not met your expectations, please let us know.

When contacting us by email or mail, include as much detail as possible so we can properly understand and address the issue.

Checking the Status of a Complaint

If you have already lodged a complaint, you may contact us at any time for an update. Please refer to your previous correspondence so we can locate your file quickly.

How We Handle Complaints

We aim to resolve complaints immediately where possible.

If this is not possible, we will:

• • Acknowledge your complaint in writing within 5 days
  • Investigate the matter fairly and promptly
  • Keep you informed throughout the process

If a complaint is still under investigation after 30 days, we will write to explain the delay and provide an expected timeframe.

Once the investigation is complete, we will notify you in writing of the outcome and reasons for our decision.

If You Are Not Satisfied

If your concern remains unresolved, or if you have not received a response within 30 days, you may escalate the matter to the independent complaints authority:

Australian Financial Complaints Authority

• • Website: afca.org.au
  • Email: info@afca.org.au
  • Phone: 1800 931 678
  • Mail: GPO Box 3, Melbourne VIC 3001