Our complaints process
1. Contact us first
Most concerns can be resolved quickly. Contact our office on 07 4638 4233 or email reception@fitton.com.au and let us know what has happened. We will acknowledge your complaint promptly.
2. Internal review
If your complaint is not resolved to your satisfaction straight away, it will be escalated to our complaints officer for an internal review. We will keep you informed of progress.
3. Our written response
We will provide you with a written response to your complaint within 30 calendar days of receiving it (the maximum timeframe set by ASIC Regulatory Guide 271 for internal dispute resolution).
4. External dispute resolution (AFCA)
If you are not satisfied with our response, or we have not responded within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
These timeframes follow ASIC Regulatory Guide 271. Internal dispute resolution responses are provided within 30 calendar days.
How to contact us
External dispute resolution, AFCA
We are a member of the Australian Financial Complaints Authority (AFCA). AFCA provides fair, independent and free complaint resolution for consumers. If you are not satisfied with our final response, or we have not responded within 30 days, you can contact AFCA directly.
Australian Financial Complaints Authority (AFCA)
GPO Box 3, Melbourne VIC 3001
