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At Keystone Financial we value our customers and are committed to providing a fair and prompt resolution to any disputes or complaints which may arise.
If you do have any concerns, please contact us promptly so that we can learn how to serve you better and continually improve our customer service. In the majority of cases complaints are merely misunderstandings which can be resolved during a telephone conversation with our Complaints Contact Person.
Our Complaints Contact Person is PJ Patterson, Director of Keystone Financial and can be contacted as follows:
Over the phone on: 02 8004 0592
Via fax on: 02 9401 9445
Via email: pj@keystonefinancial.com.au
By Mail: 8 Pembroke Place, BELROSE NSW 2085
In Person at: 8 Pembroke Place, BELROSE NSW 2085
If you chose to email, fax or write to us with a complaint, you will receive an acknowledgement that we have received your complaint.
The Complaints Contact Person, or an impartial deputy Complaints Contact Person acting on their behalf, will assist you with the complaint and advise if any further information is required. The Complaints Contact Person will liaise with management and staff to find answers for you to resolve the complaint if appropriate determine a fair remedy. You will be informed at each stage of the process and of all decisions made.
If you are not satisfied with the result of your complaint you may wish to contact Credit Ombudsman Service Limited.
Unless there are exceptional circumstances, we will respond to your complaint within 45 days of receipt of the initial complaint. If we are unable to resolve the complaint within 45 days we will:
• inform you of the reasons for the delay;
• specify a date when you can reasonably expect a decision; and
• notify you of your right to contact Credit Ombudsman Service Limited.
All complaints will be investigated at no charge to you.
Credit Ombudsman Service Limited may be contacted as follows:
Phone: 02 9273 8400
Fax: 02 9261 2798
Email: info@cosl.com.au
Address: Level 7, 287 Elizabeth Street
Sydney NSW 2000
Mailing Address: PO Box A252
Sydney South NSW 1235
Website: www.cosl.com.au
If you do have any concerns, please contact us promptly so that we can learn how to serve you better and continually improve our customer service. In the majority of cases complaints are merely misunderstandings which can be resolved during a telephone conversation with our Complaints Contact Person.
Our Complaints Contact Person is PJ Patterson, Director of Keystone Financial and can be contacted as follows:
Over the phone on: 02 8004 0592
Via fax on: 02 9401 9445
Via email: pj@keystonefinancial.com.au
By Mail: 8 Pembroke Place, BELROSE NSW 2085
In Person at: 8 Pembroke Place, BELROSE NSW 2085
If you chose to email, fax or write to us with a complaint, you will receive an acknowledgement that we have received your complaint.
The Complaints Contact Person, or an impartial deputy Complaints Contact Person acting on their behalf, will assist you with the complaint and advise if any further information is required. The Complaints Contact Person will liaise with management and staff to find answers for you to resolve the complaint if appropriate determine a fair remedy. You will be informed at each stage of the process and of all decisions made.
If you are not satisfied with the result of your complaint you may wish to contact Credit Ombudsman Service Limited.
Unless there are exceptional circumstances, we will respond to your complaint within 45 days of receipt of the initial complaint. If we are unable to resolve the complaint within 45 days we will:
• inform you of the reasons for the delay;
• specify a date when you can reasonably expect a decision; and
• notify you of your right to contact Credit Ombudsman Service Limited.
All complaints will be investigated at no charge to you.
Credit Ombudsman Service Limited may be contacted as follows:
Phone: 02 9273 8400
Fax: 02 9261 2798
Email: info@cosl.com.au
Address: Level 7, 287 Elizabeth Street
Sydney NSW 2000
Mailing Address: PO Box A252
Sydney South NSW 1235
Website: www.cosl.com.au