What to do if you have a dispute of Compliant?
We hope you are delighted with our services, but if you have a complaint please let us know so we can work towards resolving it promptly and fairly.
Making a compliant to us is free.
You can make a complaint verbally or in writing by contacting your broker directly or by using any of the following:
| Contact: | Richard Aves – Director |
| Email: | enquiry@purelyfinance.com.au |
| Mail: | 29/133 Kewdale Road, KEWDALE WA 6105 |
| Phone: | 08 9453 8888 |
Accessing our Policy
You can access our policy here
If you require accessibility assistance (including language and translations), please use the details above so we can help you.
External Dispute Resolution Scheme
If we do not reach an agreement on your complaint, you may refer the compliant to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA).
You can contact AFCA using any of the following:
| Online: | www.afca.org.au |
| Email: | info@afaca.org.au |
| Phone: | 1800 931 678 (toll free) |
| Mail: | GPO Box 3, MELBOURNE VIC 3001 |
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You may refer the matter to AFCA at anytime, but if our internal process is still in progress, they may request that our internal process be complete before considering the matter further.
If the complaint is about your privacy and you are not satisfied with the outcome of our investigations, you may ask the Office of the Australian Information Commissioner to consider the complaint. The Information Commissioner can be contacted online at http://www.oaic.gov.au/privacy/making-a-compliant or on 1300 363 992
You can obtain further details about our dispute resolution procedures and obtain details in our privacy policy on request.