We aim to meet high standards in our services but understand there may be times when you feel less than completely satisfied with the service you receive.
We have established procedures for dealing with complaints as follows:
Internal dispute resolution procedure:
It is important to notify us first to have the issue raised and resolved.
Please contact us via telephone, email or in writing to speak about your concerns using contact details below.
Please provide as much information as possible and indicate you are making a complaint and we shall endeavour to resolve your complaint fairly and in a time efficient manner.
02 8013 5205
02 8569 1715
Attn: Complaints Resolution
Valor Financial Group Pty Ltd
Suite 2404, Tower 2, 101 Grafton St,
Bondi Junction NSW 2022
External dispute resolution procedure:
If you are not satisfied with the responses from us, you have the option of referring your complaint to the Australian Financial Complaints Authority (AFCA),
an independent dispute resolution service of which we are members.
This service is provided to you free of charge but you will need to have been through our internal dispute resolution procedure first.
AFCA’s contact details are:
1800 931 678
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001