What should you do if you have a complaint?
If you have any complaint regarding the service or products provided to you, we will try to
resolve your complaint quickly and fairly. You should take the following steps to enable us to do so:
Provide details of your complaint in writing to this office.
Provide copies of any documentation relating to the complaint.
Attention the complaint to Cheryl Koch who will handle the complaint on your behalf.
In order to resolve the complaint our office will do the following:-
Hold a meeting with all partners of Berg Financial Services to discuss the nature of
the complaint and receive input from partners regarding the situation,
The partners will respond in writing within 5 business days to advise either:
our response or resolution to the complaint in writing if the complaint relates
to a matter within Berg Financial Services
our acknowledgement of the complaint in writing and the process for resolution
when an outside Financial Institution is involved
In most instances, it should be reasonable to have a dispute to be determined within 20 working
days of Berg Financial Services receiving all relevant information from the Client or Credit Provider.
If you believe that the matter has not been resolved in an acceptable manner, you do have the right to
complain to a formal Dispute Resolution Service.
Berg Financial Services is a member of the following Independent Dispute Resolution Schemes and we
provide contact details below:-
Australian Commercial Disputes Centre
Credit Ombudsmen Service Limited
(Formerly Mortgage Industry Ombudsman Service Limited)
Level 7, 287 Elizabeth St, Sydney NSW 2000
Tel: 1300 78 08 08
Fax: 02 9261 2792
Finance Brokers Association of Australia
Mediation Officer – FBAA Dispute Resolution Service
Suite 10/31 Thompson St, Bowen Hills QLD 4006
Ph: 1300 130 514
Fax: 07 3252 0140