Customer Feedback: Compliments & Concerns

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At Nest Property Finance, we always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, we can not only address any immediate customer complaints you may have but also continually improve our products and services based on your insights.

We understand there are times when you may wish to express customer compliments about something we have done well, and other times when you may need to inform us that we have not met your expectations.

**Compliments**

Our representatives are always delighted to hear about your positive experiences, as it helps us know that they have succeeded in making your interactions pleasant and successful. If one of our representatives has provided you with exceptional service in any way, please let us know using the contact details below, so that we can further encourage them through this feedback process.

**Concerns**

If, for any reason, you do not feel that you have received the highest standard of care from Nest Property Finance, we encourage you to share your customer complaints with us. We have developed a process designed to make it easy for you to communicate your concerns, ensuring they are addressed quickly and fairly. If you choose to contact us by mail or email, please provide as much detail as possible about your complaint.

**Contact Details**

For any customer compliments or concerns, please use the following contact details:

Email: christine@nestpropertyfinance.com.au

Mobile: 0409 746 541

Mail: PO Box 164 Wynnum QLD 4178

**Need an Update on Your Complaint**

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

**Resolution**

We will write to you to acknowledge your complaint within 24 hours to ensure we treat you fairly, and we 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 explain the situation and let you know when we expect to complete our investigation.

Once we have completed our investigation, we will inform you of the outcome and the reasons behind our decision.

**Taking it Further**

We hope that you will be satisfied with how we handle your complaint. However, if your concerns remain unresolved, or if you have not heard from us within 30 days, you can escalate your complaint to 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

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