Compliments & Concerns
At Nexus Capital Partners, we always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.
We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
Compliments
Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.
If one of our representatives has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process.
Concerns
If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.
You can contact us by whichever of the following means best suits you:
Mail:
QED Credit Services Pty Ltd
31 Ardentallen Road
Enoggera QLD 4051
Email: admin@pursuitbroker.com.au
Phone: 1300 817 662
If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.
Need an Update on your complaint
If you have lodged a complaint with us, you can contact us at anytime to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.
Resolution
We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 24 hours. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 30 days we will write to you to explain why and to let you know when we expect to have completed our investigation.
When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.
Taking it further
We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 30 days, then you can have your complaint heard by an independent party, the Australian Financial Complaints Authority. You can contact AFCA at:
Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1300 56 55 62 (local call cost) or 03 9613 6399
Website: www.afca.org.au
Privacy Policy
At Nexus Capital Partners Pty Ltd (“Nexus”) we understand the importance of protecting your rights to privacy and we are committed to protecting your privacy in accordance with the Privacy Act 1998 (Cth). This policy describes the way Nexus collect, use and disclose your personal information and your rights in relation to our management of your personal information. We may update this policy from time to time.
Why do we need your personal information?
We collect your personal information to assist us in providing the best possible financial services to you. As part of providing our services to you, we may collect your personal information to give you the option of receiving our updates and publications.
What personal information do we collect and hold?
The types of information that we collect and hold about you could include:
- ID information such as your name, postal or email address, telephone numbers, and date of birth;
- other contact details such as social media handles;
- financial details such as your tax file number; and
- other information we think is necessary.
When the law authorises or requires us to collect information
We may collect information about you because we are required or authorised by law to collect it. There are laws which require us to collect personal information. For example, we require personal information to verify your identity under Australian Anti-Money Laundering law.
What information do we collect and how do we use it?
Personal information is information that identifies an individual. During the provision of our services, we will ask you for personal information when we assist you with your finance. We use the information you provide to advise about and assist with your credit needs. We only provide your information to the companies with whom you choose to deal (and their representatives). A failure to provide your personal information may affect our ability to assist you.
We also use your information to send you requested product information and to enable us to manage your ongoing relationship with us e.g. invoicing. We may do so by mail or electronically unless you tell us that you do not wish to receive electronic communications.
We may also use your information internally to help us improve our services and help resolve any problems.
What if you don’t provide some information to us?
If you don’t provide us with full information, we can’t properly advise or assist you with your credit needs.
Who do we disclose your personal information to?
We disclose your personal information for the purposes for which we collect it. That is, to provide financial services to you. In providing our services, we may disclose your information to third parties that we engage to perform administrative or other services. Such disclosure is always on a confidential basis. We may also disclose your information where it is necessary in the handling of any of your financial work, with your consent, or if disclosure is required by law.
Security of your personal information
Nexus takes all reasonable steps to ensure that the personal information that we hold is protected against misuse, loss, unauthorised access, modification or disclosure. We hold personal information in both hard copy and electronic forms in secure databases on secure premises, accessible only to authorised staff.
We ensure that your information is safe by applying appropriate security measures and procedures, including requiring all staff to maintain strict confidentiality of client information, computer and mobile device passwords, as well as remote device-wipe capabilities.
We keep personal information only for as long as is reasonably necessary for the purpose for which it was collected or to comply with any applicable legal or ethical reporting or document retention requirements.
Can you have access to the personal information we hold about you?
You have a right to access the personal information we collect and hold about you. Upon receipt of your written request and enough information to allow us to identify the information, we will disclose to you the personal information we hold about you. We will also correct, amend or delete any personal information that we agree is inaccurate.
Can we use your information for marketing our products and services?
We may use or disclose your personal information to let you know about other products or services we or a third party make available and that may be of interest to you.
We will always let you know that you can opt out from receiving marketing offers.
With your consent, we may disclose your personal information to third parties for the purpose of connecting you with other businesses or customers. You can ask us not to do this at any time. We won’t sell your personal information to any organisation.
Your consent
By asking us to assist with your credit needs, you consent to the collection and use of the information you have provided to us for the purposes described above.
Website Cookies
Like many websites, when you visit our website our server may attach a small data file known as a “cookie” to your hard drive.
Cookies are pieces of information that may be transferred to your computer’s memory when you visit a website for record keeping purposes. Most web browsers are set to accept cookies. However, if you do not wish to receive any cookies you may set your Internet browser to refuse cookies or to notify you when a cookie is sent.
We may use cookies to provide us with aggregate (anonymous) information on how people use our website and to help us know what they find interesting and useful on our website. We do not link this information back to your identity or other information that you have provided to us. We do not store any information that identifies you inside cookies.
