Internal Dispute Resolution Process
Enrich Finance offers a free internal dispute resolution process. We are a member of the Mortgage & Finance Association of Australia (MFAA) and comply with its internal dispute resolution procedures, as set out in its Code of Practice. We are a member of the Credit and Investment Ombudsman Service (M0030435).
Customers will be assigned to an intermediary who is trained and authorised to listen to complaints and disputes and can respond appropriately.
Receiving Complaints
Enrich Finance takes your complaints seriously. Complaints can be lodged by contacting a member of the Enrich Finance staff via emailadmin@enrichfinance.com.au u or phone 03 8375 9627.
If lodging your complaint by email, please explain your complaint clearly and provide your contact details (email and phone number) so that we can resolve the complaint or escalate the matter as quickly as possible.
Enrich Finance complaint resolution principles
- We appreciate that your time is valuable and we will attempt to facilitate the process with minimal face-to-face contact.
- We will make every effort to resolve your complaint promptly, and expect that you will do the same. This includes:
- Providing all relevant information, including documentation and any other relevant material.
- Complying with all reasonable requests to provide information within a reasonable timeframe.
In the event our internal resolution process does not provide a satisfactory outcome, you may have recourse to an external dispute resolution scheme.
External Dispute Resolution Scheme
Enrich Finance offers external dispute resolution scheme as a free service if your dispute cannot be resolved via our internal dispute resolution process. COSL (Credit Ombudsman Services Limited) is an independent, ASIC-approved external dispute resolution scheme. Phone: 1800 138 422.