We want to hear what you have to say
We value and encourage your feedback as we believe that communication is the key to providing the best service to our clients. By listening to our clients, we are able to address any concerns immediately in the hope to adopt best practice.
As much as we want to hear your complaints, we also would appreciate your feedback on what we are doing well and should be doing more of. This also helps us to continually improve.
Should you have any concerns, or in the unlikely event that you would like to make a complaint, there is a strict process in place that should make it easy for you to seek resolution.
In the first instance, please contact the owner of Aspirus Financial Services:
476/585 Little Collins Street
Melbourne VIC 3000
Ph: +613 9005 2332
Email: [email protected]
The sooner you raise your concern with us, the sooner we can address your situation quickly and fairly.
We have also provided a form at the bottom of this page to make the process even simpler. This will go straight to Steven Phang and will be dealt with as a matter of urgency.
What happens after I’ve lodged my complaint?
If you need an update on your complaint, please contact us anytime to enquire on the status of your complaint. Ensure that you refer to your earlier communication so that we can respond accordingly.
How soon should I expect my complaint to be actioned?
We will be dealing with any complaint lodged immediately. Should an immediate response not be appropriate due to an investigation needed or information to be obtained from lenders, we will be responding to you in writing, within 5 days of lodging your complaint. This will be to acknowledge the receipt of your complaint and the nature thereof. We would like to resolve any concerns or complaints as soon as possible, and we will ensure to treat your complaint with fairness.
In the rare event that that we are still investigating your issue after 45 days with no resolution, we will once again communicate this in writing, and give you an expectation of when the investigation will be completed. As soon as a resolution has been determined, this will be communicated to you in writing, citing the reasons for our decision.
We will be in communication with you via phone or email throughout the entire process. You are encouraged to follow up as often as you see fit.
What if I’m not happy with how the investigation is going?
At Aspirus, we take our clients seriously, and we would hope that you will be satisfied with how we handle your complaint. However, should you feel you need to take your complaint to an independent party, you have every right to contact the the Australian Financial Complaints Authority (AFCA) here:
Email: [email protected]
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001