At Pratica Finance, we value clear, practical communication and welcome your feedback.
Your feedback helps us understand what is working well and where we may need to improve. It also helps us address any concerns you may have about our service.
There may be times when you wish to let us know about something we have done well. There may also be times when you feel we have not met your expectations. In either case, we encourage you to contact us.
Contact details
You can contact us using the details below:
The Complaints Officer
Todd Di Rosso
Email: todd@prfin.com.au
Phone: 0401 053 333
Mail/Office: Level 1, 7/126 Broadway, Crawley WA 6009
Compliments
If one of our representatives has provided helpful service or support, please let us know using the contact details above.
We appreciate receiving feedback and use it to recognise good service and support ongoing improvement.
Concerns
If, for any reason, you feel that we have not met your expectations, we encourage you to let us know.
We have a complaints process to help you raise your concerns and allow us to consider them fairly and appropriately.
If you contact us by mail or email, please provide as much detail as possible about your complaint, including any relevant dates, names, documents or communications.
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.
Please refer to your earlier communication where possible, so we can identify your complaint and respond effectively.
Resolution
We will acknowledge your complaint within 24 hours, or as soon as practicable.
We will aim to resolve your complaint as soon as possible. If we need more time to consider the matter, we will keep you informed about the progress of our review.
Where required, we will provide a written response within the timeframe required by law. In many cases, this will be within 30 calendar days.
If we are unable to provide a response within the required timeframe, we will write to you to explain the reason for the delay and let you know about your right to take your complaint to the Australian Financial Complaints Authority.
When we have completed our review, we will write to you with the outcome and the reasons for our decision.
Taking it further
We hope you are satisfied with how we dealt with your complaint. However, if your concerns remain unresolved or you are not satisfied with our response, you may lodge your complaint with the Australian Financial Complaints Authority, known as AFCA.
AFCA provides a free and independent complaint resolution service.
Australian Financial Complaints Authority
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Time limits may apply to complaints made to AFCA, so you should act promptly or consult the AFCA website to find out whether a time limit applies to your circumstances.
