Dispute Resolution Policy

We operate under an Australian Credit Licence held by BDC Finance Group Pty Ltd, and Wells Partners, CIB Finance and BDC Finance are authorised Corporate Credit Representatives of the Licensee.

You broker is Authorised as a Credit Representative to engage in credit activities on behalf of BDC Finance Group Pty Ltd.

We aim to provide the very best service for our clients. We hope you are delighted with the experience, however, in the event that you are unhappy with any aspect of our service, our internal dispute resolution process provides that any issues you raise with us will be handled efficiently, honestly and fairly.

If you wish to make a complaint about our service, you may contact your broker by phone or email or wiring to them and they will work towards resolving it promptly.

If you are still not happy, then you may contact our Complaints officer, Joanne Wells, in any of the following ways:

  • telephoning 02 8865 5300 or M 0416 157 032
  • e-mailing joanne@wellsp.com.au
  • writing to:-
    • Wells Partners (Attention Joanne Wells) Suite 505, Level 5, 55 Phillip Street Parramatta NSW 2150
    or by speaking to any representative of our business who will refer you to the Complaints officer.

Joanne is a senior person in our organisation who worked as a broker for many years and has the necessary experience and authority to handle your complaint and make relevant decision to resolve the issues.

Please explain the details of your complaint as clearly as you can. You may do this verbally or in writing.

We will observe the following principles in handling your complaint:

  1. There is no requirement for face-to-face contact between you and us, although it may be useful for us to come to a satisfactory resolution;
  2. We expect that both parties will make a genuine attempt to resolve a complaint promptly;
  3. We expect that both parties will provide all essential and relevant information, documents, written statements and any other materials that may properly and reasonably be believed to assist in resolving the complaint;
  4. We expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.

If your complaint relates to a third party, such as a lender, and we are unable to deal with the issue, we may ask you to contact the relevant third party.

If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is Australian Financial Complaints Authority (AFCA).

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further.

If the complaint is about Privacy and you are not satisfied with the outcome of our investigations, you may ask the Office of the Australian Information Commissioner to consider your complaint.

The Information Commissioner can be contacted by phone on 1300 363 992 or online: Oaic.gov.au/privacy/making-a-privacy-complaint.

You can obtain further details about our dispute resolution procedures on request.

We are required to respond to your complaint within 1 business day and to resolve it within 30 days and will advise you of any delays if we cannot meet the relevant timeframes.

Our response will be in writing and will detail the reasons for our decision, addressing all issues raised by the complaint.

This policy will be reviewed as required and was updated on 18 October 2021.