Vision Finance and Property
Chartered Accountants & Business Advisors
Super Back Office

Vision Complaints Process

If you wish to lodge a complaint to Vision

Contact us by

  1. Phoning Vision Headquarters – 02 8354 3000
  2. Email Vision Management – complaints@visionfp.com.au
  3. Send a letter addressed as follows

Vision Management
Vision Finance and Property Services
Suite 2, Level 3, 26 College St
Sydney NSW 2000

  1. You will receive notification by phone within 24 hours that Vision has received your complaint
  2. Any complaints will be taken, documented and reported to one central person – our Super Back Office Manager, Paul Deheaume. If Paul is away, another member of our Super Back Office team will handle your enquiry.
  3. Paul has training in dispute resolution and will attempt to resolve your complaint. Paul will also follow up complaints you may have with any lender (these are the majority of the complaints we receive) and will see them through to the very end. Paul will constantly update you to keep you abreast of where the lender is with your particular issue as many lender complaints take a long time (up to 90+ days) to resolve.
  4. Paul Deheaume will contact you within the following timeframe
    1. working day – if you require action which will assist meeting a settlement deadline
    2. working days – if the action you require will not assist meeting a settlement deadline
  5. Paul will attempt to resolve your complaint – if he does resolve it, we will ask for written confirmation so that we can log your satisfaction in our records
  6. If your complaint is not resolved, Paul will discuss your issues with Vision management with a view to seeking resolution.
  7. If you are not satisfied with Vision’s effort in dealing with your complaint you can contact an

External Dispute Resolution Scheme.

We are a member of the Credit Ombudsman Service Limited – call 02 9261 2798 or visit www.creditombudsman.com.au for more information.

 

 

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