Dispute Resolution Process

Carlos Rojas (CRN 561893) and Jais Lending Solutions Pty Ltd ACN 659 453 988 (CRN 561894) are Credit Representatives of Finsure Group Pty Ltd ABN 43 152 947 852 (Australian Credit Licence 412778)

Dispute Resolution Process

Jais Lending Solutions is committed to the efficient and fair resolution of all client complaints as and when they are received.

This level of fairness in treatments applies to all involved in any complaints or dispute process.

Jais Lending Solutions has two types of dispute resolution processes for clients:

• Internal Disputes Resolution; and

• External Disputes Resolution.

Internal Disputes Resolution Scheme

Our internal complaints handling system is easy to understand and in plain English.

JAIS Lending Solutions  P/L will make every effort to ensure that the client has every opportunity to express their concern and complaint.

If you have a complaint, we request you follow these steps:

1. If your complaint is about your loan, in the first instance please contact your lender or credit assistance provider.

If your complaint has not been resolved to your satisfaction within 5 business days or if your complaint is about the services we provided to you, please contact the Licensee as listed below.

Finsure Finance and Insurance Pty Ltd

52 Martin Place, Sydney, 2000

complaints@finsure.com.au 

1300 346 787

Upon receipt of a concern or complaint we will discuss the issue with you and undertake any necessary investigation

to resolve the issue. All client complaints must be responded to within 24hrs of receipt of the initial complaint. Unless

unforeseeable circumstances arise, all client complaints are to be resolved within 30 days of receipt.

If after this 30 day period the complaint remains unresolved, you will be informed in writing that your complaint

cannot be resolved and we will inform you of your right to continue through an External Complaints Resolution

Scheme of which JAIS Lending Solutions are members.