COMPLIMENTS AND COMPLAINTS

At Bakken Holdings Pty Ltd and Solve My Debt Now (SMDN), 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, we also continually improve our product and services.

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

COMPLIMENTS

Our team are always delighted to know that they have succeeded in making your experience a pleasant and successful one.

If one of our team has provided you with exceptional service in any way, please let us know using the below details, so that we can further encourage them via this feedback process.

CONCERNS OR COMPLAINTS

If, for any reason, you do not feel that you have received the standard of care or service from us you expect, we likewise encourage you to share this with us. We have 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.

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

By email at: merri.m@creditfileexperts.com.au

Contact: Dr Merrilyn Mansfield

 By post at: SMDN, P O Box 367, Terrigal, NSW, 2260

 If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your issue.

HOW IT WORKS

1. You should gather any supporting documents or records with team member name, other names, times, and dates that will assist our investigation into your complaint.
2. Get in touch to let us know about your complaint and how would like it resolved. The quickest way is to email your team member or our complaints responsible manager as detailed above.
3. We will acknowledge your complaint, give you the name and contact details of the person who will handle the complaint.
4. We will do what we can to remedy your problem, making sure it doesn’t occur again for you and let you know once we have a resolution.

HOW LONG WILL IT TAKE?

 We will try to deal with your complaint on the spot or within days.

 However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 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.

NEED AN UPDATE ON YOUR COMPLAINT?

If you have lodged a complaint with us, you can contact us every 7 days to ask for an update on its status. Contact us through any of the methods listed above and be sure to refer to your earlier communication so that we can respond effectively.

TAKE IT FURTHER – If you’re unhappy with the resolution

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 45 days, then you can have your complaint heard by an independent ASIC approved external dispute resolution (EDR) ombudsman.

Our EDR provider is:

Australian Financial Complaints Authority (AFCA) Membership No 74501

You can contact AFCA by either of the following means:

By telephone on: 1800 931 678

By email at: info@afca.org.au

By post at: AFCA, GPO Box 3, Melbourne, VIC, 3001

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific disputes