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Complaints Process

Emet Capital is committed to handling complaints fairly, transparently, and within reasonable timeframes. If you are unhappy with any aspect of our service, please raise it with us using the process below.

How to make a complaint

Complaints can be made by either of the following methods:

When making a complaint, please include:

  • Your full name and preferred contact details.
  • A clear description of what happened, including dates where possible.
  • The outcome you are seeking.
  • Copies of any relevant documents or correspondence.

What happens after you complain

Acknowledgement: We will acknowledge your complaint within five business days of receiving it.

Investigation: We will review the complaint, gather any relevant information from our records, and where appropriate, speak with the team members involved. Most complaints are resolved within 21 calendar days.

Response: We will provide a written response setting out:

  • Our findings on what occurred.
  • The reasons for our decision.
  • Any actions we propose to take.
  • Information about your right to escalate the complaint if you are not satisfied with our response.

Complex matters: Where a complaint involves complex circumstances or requires information from third parties, our response may take longer than 21 days. If this is the case, we will keep you informed of progress and provide an estimated resolution date.

If you are not satisfied with our response

If you are not satisfied with how we have handled your complaint, or with our final response, external dispute resolution options for commercial finance complaints depend on the nature of the matter and the specific facts of your situation.

Avenues that may be available to you include:

  • The relevant industry body for your matter (such as MFAA, FBAA, or CAFBA, depending on the broker channel involved).
  • Independent legal advice from a commercial litigation or financial services lawyer.
  • Regulatory bodies where the matter relates to misconduct or regulatory breach.

We are happy to provide guidance on appropriate avenues based on the specifics of your complaint.

Scope

Emet Capital arranges commercial-purpose finance only. We do not provide consumer credit services. Complaints relating to consumer credit, residential home loans, or other regulated consumer financial products fall outside our scope of service.

Records

We keep records of complaints and our responses for at least seven years, in line with standard recordkeeping practice. These records help us identify recurring issues and improve our service over time.

Contact details

Emet Capital Pty Ltd
ABN 50 682 228 182
Email: enquiry@emetcapital.com.au
Phone: 0485 952 651