Terms of service.

Disclaimer Statement

This page provides general information only and has been prepared without taking into account your objectives, financial situation, or needs. We recommend that you consider whether it is appropriate for your circumstances, and your full financial situation will need to be reviewed prior to acceptance of any offer or product. It does not constitute legal, tax, or financial advice, and you should always seek professional advice in relation to your individual circumstances. Subject to lenders' terms and conditions, fees and charges, and eligibility criteria apply.

What if you don’t provide some information to us?

If you don’t provide us with full information, we can’t properly advise or assist you with your credit needs.

Disclosures to overseas recipients

Some of the recipients to whom we disclose your personal information may be based overseas. It is not practicable to list every country in which such recipients are located, but it is likely that such countries will include the Philippines, India, and Nepal. From time to time, we will use your contact details to send you direct marketing communications including offers, updates, and newsletters that are relevant to the services we provide. We may do so by mail or electronically unless you tell us that you do not wish to receive electronic communications. You can unsubscribe ‘opt-out’ by notifying us, and we will no longer send information to you. The information we obtain from you is used, subject to compliance with Australia’s privacy and credit reporting laws, only for the purposes listed in this Consent and is not disclosed to any other person except with your permission or as permitted, or required, by law.

How can you check, update or change the information we are holding?

Upon receipt of your written request and enough information to allow us to identify the information, we will disclose to you the personal information we hold about you. We will also correct, amend, or delete any personal information that we agree is inaccurate. If you wish to access or correct your personal information, please write to Evan Reid, Director, Neo Financial Group at evan@neofinancegroup.com.au. We do not charge for receiving a request for access to personal information or for complying with a correction request. We do not charge for providing access to personal information.

Your consent

By asking us to assist with your credit needs, you consent to the collection and use of the information you have provided to us for the purposes described above.

Tell us what you think

We welcome your questions and comments about privacy. If you have any concerns or complaints, please contact Evan Reid, Director, Neo Financial Group at 0423906741 or evan@neofinancegroup.com.au.

Complaints

Internal Dispute Resolution

If you do have a complaint, please let us know by email, because if we don’t know about it we can’t fix it. You may also contact us by email addressed to: The Complaints Officer at Evan Reid, Director, Neo Financial Group at 0423906741 or evan@neofinancegroup.com.au,please make sure you include as much information as you can. You should explain the details of your complaint as clearly as you can. Ideally, this should be in writing; however, you can lodge your complaint via telephone, in person, or online. When we receive a complaint, we will attempt to resolve it promptly.

Compliments and Concerns

We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, but we will also continually improve our products and services. We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.

Compliments

Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one. If one of our representatives has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process.

Concerns

If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly. If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.

Need an update on your complaint

If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above, and please be sure to refer to your earlier communication so that we can respond effectively.

Resolution

We will write to you to acknowledge your complaint within 24 hours to ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event that 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. In the event you are not satisfied with our response, you can lodge your complaint with AFCA.

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 hope 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 an independent party, the Australian Financial Complaints Authority:

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

Mail: Australian Financial Complaints Authority

GPO Box 3, Melbourne VIC 3001

Time limits may apply to complaints to AFCA, and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.