Complaints and Dispute Resolution

franklenn FINANCE (Andrew Murray, an authorised credit representative of National Lending Group Pty Ltd, Australian Credit Licence 412778) is committed to the efficient and fair resolution of all client complaints as and when they are received. This level of fairness in treatment applies to all involved in any complaint or dispute process.

We have two types of dispute resolution processes for clients:

• Internal Dispute Resolution; and
• External Dispute Resolution.

Internal Dispute Resolution Scheme

Our internal complaints handling system is easy to understand and in plain English. We will make every effort to ensure that you have every opportunity to express your concern or complaint.

If you have a concern or complaint with us you may:

• Email National Lending Group at compliance@nlg.com.au
• Talk to the National Lending Group Complaints Manager by calling 1300 888 416
• Write a letter addressed to Level 7, 492 St Kilda Road, Melbourne VIC 3004
• Talk to your credit representative, Andrew Murray, on 0401 857 184 or at andrew@franklennfinance.com.au

How we handle your complaint

• Upon receipt of a concern or complaint we will discuss the issue with you and undertake any necessary investigation to resolve the issue.
• All client complaints must be responded to within 24 hours of receipt of the initial complaint.
• Unless unforeseeable circumstances arise, all client complaints are to be resolved within 30 days of receipt.
• If after this 30 day period the complaint remains unresolved, you will be informed in writing that your complaint cannot be resolved and we will inform you of your right to continue through an External Dispute Resolution scheme, of which National Lending Group is a member.

External Dispute Resolution (AFCA)

National Lending Group is a member of AFCA (the Australian Financial Complaints Authority). You are free to make enquiries with AFCA to address any grievances you may have.

Complaints can be lodged with AFCA electronically via their website, or in writing to: