Customer Charter

What is a customer charter?

The Acceptance Finance Customer Charter is a commitment from us that outlines the service expectations we strive to meet for all our clients. This charter has been developed to provide important information to you about our service levels and what your expectations should be of us.

Why develop a customer charter?

To help us maintain exceptional standards in the financial services industry. A customer charter outlines our minimum service standards and provides our clients standards by which we can and should be judged. The Customer Charter assists us to:

·        Maintain consistent service standards.

·        Let you know what to expect from us.

·        Serve you better.

Building strong client relationships

The long term success of Acceptance Finance has been built on the back of strong ongoing relationships with our clients. We aim to take on board your feedback, provide you with accurate information, regularly review and develop our product offering and services and stay in touch with you on a regular basis to keep you well informed.

Our commitment to our clients

·        To be honest, open and transparent in all of our dealings.

·        To respond to your queries and enquiries within 24 hours.

·        To set and communicate all expectations clearly.

·        To act fairly and objectively in all communications.

·        To provide advice and make decisions based on merit and without bias.

·        To lodge all submissions and applications within 24 hours of receiving all required

         documentation.

·        To contact you at every vital stage of the application process.

·        To update you on a regular basis after completion.

·        To provide an option to review your existing facilities at our expense on an annual basis.

Core Values

The three core values that reflect our culture and conduct are:

Service

Dedication to delivering high standards and keeping you informed throughout all processes.

Commitment

Finding viable solutions for our clients.

Experience

Formed in 1990 Acceptance Finance has the longevity and experience to have built the knowledge and knowhow required to find a cost effective and appropriate solutions to your financial needs.

How can you help us help you?

While we strive to provide you with the highest standards and service possible, we ask for your help. We ask you;

·        To be prepared and have all relevant documentation with you or made available to us.

·        To treat each other with courtesy and respect.

·        To tell us of any special needs or requirements you may have.

·        To help us improve our service by participating in our client surveys.

Our reliability commitment

Our aim is to provide the following service standards;

·        We will answer the phone within 5 rings.

·        We will respond to your enquiry within 24 hours.

·        We will endeavour to help you the first time you contact us.

Privacy

We value your personal information and take all reasonable precautions to protect this information. It will not be passed on to any other organisation for their marketing purposes. With your help we will take reasonable steps to keep this information up to date.

Feedback and complaints

As we welcome your compliments, we also value any constructive feedback. This feedback can help us improve the quality of our service and products. If you have a compliment, complaint or comment we would like to hear it.

Please forward to Mr Angelo Carrubba, General Manager, Acceptance Finance.

Email: acarrubba@acceptancefinance.com.au