Complaints Policy
Complaints Management Policy – Nexus Private Wealth T/As Nexus Private Lending Services Pty Ltd
VERSION CONTROL
| Version Number | Date Updated | Notes |
| 1 | February 2023 | Original document prepared and finalised in consultation with Sophie Grace Pty Ltd. |
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- Nexus Private Lending Services Pty Ltd (“Nexus Private, we or us”) is committed to effective and efficient complaints management and to fair and transparent dealings in the financial marketplace
- A complaintis an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
- We take your feedback seriously and will work proactively to investigate and resolve your complaint. If you have a complaint, please contact us by any of the following methods:
- Email: lending@nexusprivate.com.au;
- Telephone: 1300 473 347; or
- Post: GPO Box 2838, Brisbane QLD 4001.
- If your complaint is about hardship or the postponement of enforcement proceedings, please contact us by:
- Email: lending@nexusprivate.com.au; or
- Telephone: 1300 473 347.
- Any material relating to Nexus Private’s Internal Dispute Resolution (“IDR”) process will be provided to you free of charge.
- the end of the fifth (5th) business day of receipt of the complaint, where we have:
- TIMEFRAME FOR RESOLVING COMPLAINTS
- We endeavour to resolve all complaints as quickly as practicable. Many complaints can be resolved within days or on the spot. We will keep you informed in relation to your dispute and will provide you with an IDR response within the following timeframes:
| Type of Complaint | Maximum Timeframe to provide IDR Response |
| Complaints involving default notices | No later than twenty-one (21) calendar days after receiving the complaint. |
| Complaints involving applications for hardship notices or a request for postponement of enforcements proceedings made. | No later than twenty-one (21) calendar days after receiving the complaint. Exceptions apply where we do not have sufficient information to make a decision or if an agreement is reached with you. |
| All other complaints | No later than thirty (30) calendar days after receiving the complaint. |
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- AFCA is an independent and external dispute resolution scheme, of which Nexus Private is a member.
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: (03) 9613 6399
Email: info@afca.org.au
Website: https://www.afca.org.au/
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- National Relay Service, a government initiative that offers an Australia-wide phone service for people who are deaf or have a hearing or speech impairment. It’s available at no additional charge:
- connect to the NRS and then ask for 1300 473 347.
- National Relay Service, a government initiative that offers an Australia-wide phone service for people who are deaf or have a hearing or speech impairment. It’s available at no additional charge:
- US
- If you have any questions or would like further information about our complaints handling process, please contact us by:
- Email: lending@nexusprivate.com.au;
- Telephone: 1300 473 347; or
- Post: GPO Box 2838, Brisbane QLD 4001.
- If you have any questions or would like further information about our complaints handling process, please contact us by:
