At B.K BROKERS PTY LTD our aim is to provide our customers with superior service, but we know that despite our best efforts sometimes things can go wrong. If you have any concerns with the level of service received it is important that we are aware of the issues and have an opportunity to restore your confidence.
We recommend that in the first instance you speak with the person you originally dealt with to see if an amicable outcome can be achieved. If the matter remains unresolved, please escalate the complaint to our Dispute Resolution Officer.
To assist us, we ask that you clearly explain all matters relevant to the issue and the remedies you seek. Upon receipt we will contact you if any further information is needed.
When we receive a complaint, the Dispute Resolution Officer will attempt to resolve it promptly. We will observe the following principles:
Unless there are exceptional circumstances, we will respond within 30 days of receiving the complaint.
If we are unable to resolve the complaint within 30 days, we will:
If we do not reach agreement on your complaint, you may refer the matter to the ASIC Approved External Dispute Resolution Scheme managed by the Australian Financial Complaints Authority (AFCA).
The external dispute resolution service is free and provides you with an independent mechanism to resolve complaints. Time limits may apply to complain to AFCA, so you should act promptly or consult their website to confirm deadlines.