Customer Charter

Money Resources Group is committed to delivering exceptional client service. We expect that your experience with us will always be to your satisfaction.

However, if you have a grievance or a complaint, we have a Dispute Resolution process in place to ensure your concerns are handled fairly, promptly, and professionally.

If you have a concern or complaint, please refer to the sections below for information on how we can assist you.

How to Lodge a Complaint

If you have a concern or complaint, we encourage you to contact us directly so we can work with you to resolve the matter as quickly and fairly as possible.

First Point of Contact

Complaints Officer:
Harry Anderson – Director
Telephone: 0418 329 103

The Complaints Officer is a senior member of our organisation and has the necessary experience and authority to investigate your complaint and make relevant decisions regarding outcomes.

How You Can Submit a Complaint

Your complaint does not need to be in writing and may be presented by any reasonable means, including:

Letter
Telephone
Email
In person

You may also contact us using the details below:

Mail: P.O. Box 941 South Melbourne VIC 3205

Email: handerson@moneyresources.com.au

Our Response Commitment

We will provide a written acknowledgement of receipt of your complaint promptly, unless the complaint is resolved in the meantime.

We will ensure that a substantive response is provided as soon as possible, but no later than forty five (45) days from the date your complaint is received.

We will have substantially responded to your complaint if we:

(a) Accept the complaint and, if appropriate, offer redress; or
(b) Offer redress without accepting the complaint; or
(c) Reject the complaint.

External Dispute Resolution (AFCA)

If you are a consumer as defined under the National Consumer Credit Regulations & your complaint is unresolved, you can contact our External Dispute Resolution Scheme.

Our External Dispute Resolution Scheme is a free service established to provide you with an independent mechanism to resolve specific complaints.