Legal & Complaints

DPMFS and DPM Lending Public Complaints Policy

Overview 

This policy explains how you can make a complaint, our measures for handling your complaint, and the steps you can take if you are not satisfied with our response to your complaint or the time that it takes for us to respond. 

When we use the term “IDR”, we mean “internal dispute resolution”. 

We acknowledge the importance of having an effective and efficient complaints handling and IDR framework, and we adopt a customer-focused approach.  While we acknowledge your right to make a complaint, we expect that you will treat our staff with respect when they are dealing with your complaint. 

We adopted the current version of this Complaints Policy on 6 April 2022. 

This complaints policy applies to the following members of the DPM Group: 

Doquile Perrett Meade Financial Services Ltd
Australian Financial Services Licence 239690
ABN 48 060 159 917

DPM Lending Pty Ltd
Australian Credit Licence 374850
ABN 9 111 003 395

Please see the DPM Group policy for complaints relating to:

• Doquile Perrett Meade Pty Ltd  –  a CPA Public Practice, liability limited by a scheme approved under professional standards legislation

• DPM Sydney Pty Ltd

What is a complaint? 

A complaint is: 

“An expression of dissatisfaction made to or about us; related to our products, services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”.

How to make a complaint 

You can make a complaint to us in any of the following ways: 

 When making your complaint, please tell us: 

• your name  
• how you wish us to contact you (for example, by phone or email) 
• what your complaint is about; and
• what you are seeking to resolve with your complaint. 

If you need help to make a complaint 

If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you.  Please note that we will need your authority to speak to any representative that you appoint. 

We can also help you to fill out forms or express your complaint or arrange an interpreter for you. 

How we will deal with your complaint 

Acknowledgement 

We will acknowledge receipt of your complaint and try to resolve it as quickly as possible.   

Generally, where your complaint is made: 

• verbally – we will acknowledge your complaint in the same manner  
• in writing – by email or via social media, we will acknowledge your complaint, in writing, within one business day or as soon as practicable thereafter. 

When acknowledging your complaint, we will also have regard to any preferences you have communicated to us in relation to the way in which you wish for us to communicate with you. 

Investigation of your complaint 

If we cannot resolve your complaint immediately, we will need some time to investigate your concerns.   

We may also request that you provide us with further information to assist with our investigation.    

Internal dispute resolution response  

We will provide you with our written reasons for the outcome of your complaint (“IDR response”) within the following timeframes where: 

• your complaint is not resolved within 5 business days of us receiving your complaint; 
• if you request a written response; or 
• no later than 30 calendar days of receiving your complaint. 

Our IDR response will also inform you of your right to escalate your complaint to the Australian Financial Complaints Authority (AFCA), where applicable.  AFCA offers a free and independent dispute resolution for financial complaints to individuals and small businesses.   

If we reject your complaint (whether in full or in part), our IDR response will: 

• identify and address the issues you raised in your complaint; 
• set out our findings on the material questions of fact raised in your complaint, making reference to the relevant supporting information; and 
• provide a sufficient level of detail in order for you to understand the reasons for our decision so that you can decide whether to escalate the complaint to AFCA or another forum. 

We are not required to provide you with an internal dispute resolution response if: 

• your complaint is resolved to your complete satisfaction within 5 business days and you have not requested an IDR response; or 
• within 5 business days of receiving your complaint, we have given you an explanation and/or apology in circumstances where we cannot take any further action to reasonably address your complaint. 

Delay in providing an internal dispute resolution response 

If we are not able to provide our IDR response to you on time because your complaint is complex or because of circumstances beyond our control, we will write to you to explain the reasons for the delay and inform you of your right to complain to AFCA and provide you with AFCA’s contact details.

Escalating your complaint 

If you are not satisfied with our response to your complaint, you can escalate your complaint to AFCA. 

DPM Lending Pty Ltd and Doquile Perrett Meade Financial Services Ltd are required to be members of AFCA, an external dispute resolution scheme.  Accordingly, we are a member of AFCA and our membership numbers are: 

• Doquile Perrett Meade Financial Services Ltd – member number 10372 
• DPM Lending Pty Ltd – member number 44435

You can contact AFCA using the following details: 

Email: info@afca.org.au  
Phone: 1800 931 678 (or +61 1800 931 678 if calling from overseas) 
Online: www.afca.org.au  
Mail: GPO Box 3, Melbourne, VIC, 3001