Complaints Process

Complaints Process

We aim to provide the very best service for our clients. In the event that you are unhappy regarding any part of our service, our complaints process ensures that your complaint will be handled efficiently, honestly and fairly.

Michele Mansfield (Credit Representative number 399836), Alisha Perry (Credit Representative number 502031), and Cassandra Newbold (Credit Representative number 528976) are authorised as credit representatives to engage in credit activities on behalf of Buyers Choice Licencing Pty Ltd (Australian Credit License No. 509484) who may assist us in the investigation and resolution of your complaint.

Should you have a complaint about our services, please contact us via email, mail or phone:

Michele Mansfield Complaints Officer:
Michele Mansfield
Director
Mail: 6/296 Bay Road, Cheltenham, VIC, 3187
Phone: 03 8372 0775
Email: michele@equityvision.com.au

Buyers Choice Licencing Pty Ltd Complaints Officer:
Complaints Officer
Buyers Choice
Mail: PO Box 4300, Knox City, VIC, 3152
Phone: 1800 888 876
Email: bcl@buyerschoice.com.au

Need an update on your complaint?
Once you've lodged a complaint, you can contact us to ask for an update on its status using the methods listed above. Please be sure to refer to your earlier communication so we can respond effectively.

Resolution
We'll try to respond to your complaint on the spot. However, if this isn't possible, we'll write to you to acknowledge your complaint within one business day. We'll ensure to treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we're still investigating your complaint, after 30 days we'll write to you to explain why and let you know when we expect to complete our investigation.
When we've completed our investigation we'll write to you to let you know the outcome and the reasons for our decision.

Taking it further
If you don't think we've resolved your complaint to your satisfaction you may take the matter to the relevant External Disputes Resolution Scheme as detailed below.
The Australian Financial Complaints Authority (AFCA)
www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne, VIC, 3001