Dispute Resolution Policy

Club Financial Services Internal Dispute Resolution Process

We recognise that sometimes things don't go as planned. It is important to Club Financial Services that we resolve your concern. If you have a matter that is in dispute or a complaint about Club Financial Services you can use our Internal Dispute Process by contacting us as detailed in Step 1.

The Internal Dispute Resolution Process is a 3 step process.

Step 1

Contact Club Financial Services' Dispute Resolution Manager.

By Phone: 1300 130 672
By Email: compliance@firstfolio.com.au
In Writing: Firstfolio, PO Box R152, Royal Exchange
NSW, 1225

Step 2

We will do our utmost to resolve the matter in a timely fashion. If we cannot resolve the matter promptly due to its complexity, you will be advised in writing.

For further detail about our Internal Dispute Resolution process please click here.

Step 3

If you are still not satisfied with the outcome, you can refer your concern to an independent external Dispute Resolution Scheme whose details appear below.

External Dispute Resolution Service

The Credit and Investments Ombudsman Service Ltd (CIO) was established to provide assistance in dispute resolution between clients and members of the financial services industry, which include mortgage managers and providers of financial products. Services are free to consumers.

How to contact them:

Website www.cio.org.au

Email: complaints@cio.org.au 
By phone: 1800 138 422
By Fax 02 9273 8440
Mail PO Box A252
South Sydney NSW 1235

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Folio Franchising Pty Ltd ACN: 127 618 517, Australian Credit Licence Number: 392887