We're here to listen and resolve any concerns you may have
At Counting Beans A.F., we are committed to providing high-quality professional services. If you are not satisfied with any aspect of our service, we want to know about it so we can address your concerns promptly and fairly.
If you have a complaint, please contact us as soon as possible:
To help us resolve your complaint efficiently, please include:
Our structured complaint resolution process ensures fair and efficient handling:
We will acknowledge receipt of your complaint within 24 hours (1 business day).
We will investigate your complaint thoroughly and fairly, considering all relevant information.
We aim to resolve complaints within 30 days. We will keep you informed of progress and provide a written response.
If you accept our response, we will implement agreed actions. If not, you may escalate to external resolution.
If you are not satisfied with our response, or if we have not resolved your complaint within 30 days, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA is an independent external dispute resolution scheme approved by ASIC. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Important: Time limits may apply to lodge a complaint with AFCA, so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
Depending on the service you received, you can also contact our relevant licensees:
For mortgage broking and credit assistance
Outsource Financial Pty Ltd
ACL 384324You can also contact AFCA for these complaints.
For financial planning and advice
D&M Financial Services Pty Ltd
AFSL 491754You can also contact AFCA for these complaints.
When making a complaint, you have the following rights:
Be treated fairly, professionally and courteously
Have your complaint handled efficiently and objectively
Be kept informed of the progress of your complaint
Access our internal complaints process free of charge
Seek external dispute resolution if you are not satisfied
Have a support person present during discussions if you wish
We are committed to resolving complaints fairly and efficiently. We will:
If you have any questions about our complaints process or need assistance lodging a complaint, please don't hesitate to contact us.
