Complaint Policy – Purpose
The policy aims to treat customers fairly and promote dependable lending services. It sets the standards to ensure the timely solution of customer complaints and facilitate smooth borrowing.
Fair treatment of customers
We follow the principles of Treating Customers Fairly –
- Loan products will be designed to fulfil the financial needs of the customers.
- Lending decisions will be made based on the creditworthiness of the loan applicant.
- Information will be clear and will not mislead the customers.
- Customer support will be provided in case of financial difficulties
- Customers will not be harassed by unfair terms or hidden charges
Vulnerable customers
Vulnerable customers are those who may be harmed if they don’t receive care from a firm.
- Company staff will be trained to spot and support vulnerable customers
- Flexible repayment plans will be offered wherever required.
- Extra care will be taken to explain the properties of the loan products, helping you make informed decisions.
Complaints handling
We are committed to handling complaints responsibly to ensure that our customers receive fair treatment.
- Customers can submit their complaints via email, post, or phone.
- Complaint acknowledgement will be provided within 24 hours.
- Complaint resolution will be provided within four days.
Monitoring & review
We do a regular review of our complaint policy.
- Staff will be trained to maintain compliance with their required roles in the company.
- The complaint policy will be reviewed regularly and updated as needed.
- Breach of the complaint policy is subject to investigation, and disciplinary actions can be taken.
