Where a complaint is not resolved at the time it is made, 360 Capital Group will make an acknowledgement, either verbally or in writing, within 24 hours or 1 business day, or as soon as practical, of receipt of the complaint. A written ‘final response’ to the complaint will be made within 30 calendar days of receipt of the complaint.
If it is impossible to substantially respond to the complaint within 30 calendar days, the complainant will, before the end of that period, be:
- informed of the reasons for the delay;
- advised of their right to AFCA; and
- provided with the contact details of AFCA.
If an issue has not been resolved to your satisfaction, you can lodge a complaint with AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Please note that a complaint should first be submitted to 360 Capital Group to give us an opportunity to review it before it can be referred to AFCA.