Customer Charter

This charter explains what you can expect from us and our expertly trained team to help you with your debts. It also sets out what we will expect from you. As an appointed representative, our clients and their customers benefit from the reassurance that our activities are fully FCA compliant. We also hold a full ISO9001 Quality Standards accreditation and are members of the Credit Services Association (CSA). All of this means you can trust how we conduct our business. 

Our customer charter.

Our aims:
To give you the knowledge, support and encouragement required in order that you can take more control of your situation.
To understand your individual circumstances so that we can share free advice and support with you.
To share information with you on how you can better manage your finances with the company that has asked us to contact you. This may include ways to make it easier or quicker to manage your account and ways to access extra help you might be eligible for.
To help you come up with your own plan to achieve a better outcome: simple steps that might make a big difference to some of the challenges you may face.
To help you demonstrate to any businesses that you owe money to that you are taking reasonable steps that may improve your ability to pay them.
To always give you a professional, friendly and compliant service. Our teams have been expertly trained to help and offer support to those that need it most.

Our commitment to you:

We will take an empathetic approach and be patient when listening to you.
We will never judge you, your situation or anything you share with us.
We will take time to clearly explain some options and their benefits so that you can decide which course of action is best for you.
We will always ensure that any payment or payment arrangement is affordable to you.
We will not give you advice or insist you do anything you do not want to do.
We will keep your personal information safe and ensure it is protected in line with our privacy policy.
We will use your feedback to improve our service to future customers.

What we ask in return:

You will be open and honest with us.
You will treat our people with respect.
You will be open to receiving our support, encouragement, and information.
You will try your best to stick to any plan that we have agreed and if your circumstances change then you will get in contact with us. Our friendly and professional teams will do their very best to help you.

If you feel we have let you down:

We always hope to get things right the first time. However, if you feel we have let you down then please let us know so we can put it right. Visit our contact us page and get in touch. 

If you would like to make a complaint then please read our complaints process.

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Melbourne, Australia
(Sat - Thursday)
(10am - 05 pm)