FAIRGO principles

Your complaint will be reviewed in line with our FAIRGO principles

At RAMS we welcome your suggestions, compliments and complaints as an opportunity to improve our service, provide feedback to staff and help us put things right when we have let you down.

If you’re ever unhappy about something we’ve done – or perhaps not done – please give us the opportunity to put things right. RAMS will apply the following FAIRGO principles when addressing a customer complaint and remediation.

Fair

We are fair: we will be fair and objective in our approach to considering customer complaints and the appropriateness of remediation.

Action

We take action: we will respond in a timely way to resolve complaints and assess remediation as quickly as possible. We will take action to comprehensively address any issues and use the knowledge gained to build a better bank.

Integrity

We act with integrity: we earn trust by demonstrating the highest standards of honesty and we will deliver on our commitments to our customers with integrity.

Respect

We communicate clearly, with respect and consider our customer’s needs: Where we are aware of a customer’s vulnerability, we will act with respect, sensitivity and compassion. In our interactions with our customers, we will take time to listen and communicate clearly with empathy.

Genuine

We are genuine: we will be genuine, honest and sincere in our response to customer complaints and our approach to remediation. We will acknowledge and apologise to our customers when we have got it wrong.

Open

We are open and co-operative: we will be open about escalation and avenues for resolution, help our customers understand their options and we will co-operate with any external review of a complaint or remediation activity, including by providing our customers with required documents.

Our public complaints policy.

Our public complaints policy explains:

the options available to assist customers who may need additional assistance to lodge a complaint;
our key steps for dealing with complaints, including acknowledgement, assessment and investigation, and provision of an IDR response;
response timeframes; and
details about accessing Australian Financial Complaints Authority (AFCA) where a complaint is not resolved.

For more information on all our accessible options, please go to our Access and Inclusion page.

Feedback and Complaints

If you prefer to mail:

RAMS Financial Group Pty Ltd
Locked Bag 5001
Concord West, NSW 2138
Australia

If you are in a RAMS Home Loan Centre, you can tell us in person.

Customers with accessibility requirements

We take seriously our commitment to provide accessible services for our customers.

For customers who are Deaf or have a hearing impairment, these videos show how simple it is to share feedback with us, and what you can expect if you raise a complaint.

There are a few easy ways to share feedback, and you can choose the one that suits you best.

For information on all our accessible options, please go to Access and Inclusion.

Our complaints process - easy English guide

Download our easy English guide - This document is translated into easy English, a style of writing that helps people with a range of communication needs to understand important information. This guide explains how to make a complaint and what happens if you do complain.

If you need to, you can get someone to help you:

Read this book
Understand what this book is about 
Find more information

There are a few easy ways to share feedback, you can choose the one that suits you best.

Plain language translation guide - how to make a complaint

This guide is to help customers who don’t speak English as their first language and wish to make a complaint. This guide explains how to make a complaint, what we will do to fix the problem and how long you can expect the process to take. The guide is available in the following languages;

Arabic

Chinese (Simplified)

Chinese (Traditional)

Our complaints process - with Auslan interpreter

Our complaints process - with captions

If you are still unhappy

If you are not satisfied with our response or handling of your complaint, you can contact Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority

The Australian Financial Complaints Authority (AFCA) is not part of RAMS. AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g. banks), where that complaint falls within AFCA’s terms of reference.

The contact details for AFCA are set out below.

Australian Financial Complaints Authority:

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

Other alternatives

Other options may be available to you. You may wish to get legal advice from your community legal centre or Legal Aid.

You can also contact ASIC, the regulator, for information on 1300 300 630 or through ASIC’s website at www.asic.gov.au