Complaints Policy

Dispute Resolution Policy

Ume Loans is committed to building mutually beneficial long-term relationships in the financial services market by putting our service and the customer, first.

We value feedback on the products we offer, the service we provide and the people that provide these products and services as a means of identifying opportunities to improve our service. If you are not satisfied with any aspect of our products, processes or services, please contact us.

Our team will make every effort to resolve your concerns. If our team are unable to assist, they will refer your concerns to their manager and if he or she cannot resolve your concerns, you may request that the matter be referred to our Internal Dispute Resolution Officer.

If the dispute is about one of the insurance products offered on behalf of an Insurance company it will be referred to the insurance company to resolve. As an Authorised Representative we are required to report such disputes to the insurance company under the General Insurance Code of Practice.

The role of the Internal Dispute Resolution Officer is to investigate customer concerns and to make a final decision with a view to resolving the matter satisfactorily, in accordance with our internal dispute resolution process. The Officer usually has the authority to make a final decision and will notify you in writing within 15 business days of being notified of the dispute.

Our internal dispute resolution process is free of charge to all our customers.

If you do not agree with our internal dispute resolution process

You can refer the matter to the Australian Financial Complaints Authority (AFCA) Phone (freecall) 1800 931 678 or www.afca.org.au, who will review the complaint and provide an independent mediation and resolution service free of charge to you.

If your complaint is about our collection and use of your personal information you may refer the matter to the Australian Privacy Commissioner who will investigate your concerns and make a decision at no cost to you. Contact details: GPO Box 5218, Sydney, NSW 2001; Ph: 1300 363 992; Website: www.oaic.gov.au

Contact our Internal Dispute Resolution Officer

If you require assistance in understanding how our internal dispute resolution process operates, please contact our Internal Dispute Resolution Officer:

Phone: 07 5443 3863

Post: Suite 16, The Corporate Centre, 13 Norval Ct, Maroochydore, Queensland, Australia, 4558

Email: compliance@umeloans.com.au