Pursuit Broker Services Complaints Policy

As Credit Representatives of Pursuit Broker Services, we expect our brokers to work hard to build strong and long-lasting relationships with their valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, but we will also continually improve the management of our representatives.

We know there are times when you may wish to compliment our representatives on something they have done well, and other times when you may wish to tell us that they have not met your expectations.

If, for any reason, you do not feel that you have received the highest standard of care from your broker, we encourage you to share this with us. We have developed a process that we believe makes it easy for you to communicate your concerns and for them to be addressed quickly and fairly.

You can contact us by whichever of the following means best suits you:

1300 817 662, Option 3
The Complaints Officer
Pursuit Broker Services
31 Ardentallen Rd
Enoggera Qld 4051

If you choose to contact us in writing via email, web or post, please make sure you provide as much detail as possible about your complaint.

We will acknowledge your complaint within 1 business day. We will ensure you are treated fairly, and we will work to resolve your complaint as quickly as possible. In the rare event we are still investigating your complaint after 30 days, we will write to you to explain why and to let you know when we expect to have completed our investigation.

When we have completed our investigation, we will write to let you know the outcome and the reasons for our decision.

Taking it Further

We trust that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 30 days, then you can have your complaint heard by our external disputes resolution scheme (EDRS), the Australian Financial Complaints Authority (AFCA).

You can contact AFCA at:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
1800 931 678