Complaint Procedure

If you have a complaint about your loan contract, credit guide, or any dealings with us, please contact us to resolve it promptly and efficiently.

For Australia:

• By telephone: +61432 927 948
• By email: customercare@alphacp.net
• By letter to:
  Customer Feedback
  Alpha Capital Partners
  GPO Box 1293
  Brisbane, QLD 4001

When contacting us, please advise if you require an interpreter or have any special needs or require assistance with lodging a complaint. 

Initial Resolution
Once your complaint is received, we will acknowledge the complaint verbally and/or in writing and endeavour to investigate your complaint within five business days after the complaint is received. 

What happens if my complaint is not resolved?
If your complaint is not resolved within five business days after it is received then the complaint will be referred to the Regional Manager for review and determination by the Compliance Manager.

When will I receive the details of the outcome of my complaint?
Complaints will be addressed within 15 business days from receipt by Alpha Capital Partners.

Alpha Capital Partners aims to settle all complaints fairly and promptly. Should your complaint could not be resolved in your favour, you will be provided with details of the basis upon which Alpha Capital Partners came to its decision and your rights regarding the decision.

What if I am not happy with the decision?
If your complaint has gone through the Alpha Capital Partners complaint procedure and has not been resolved to your satisfaction you have the right to take your complaint to an External Dispute Resolution (EDR) Scheme.

Alpha Capital Partners is a member of the Australian Financial Complaints Authority (AFCA) which is an independent EDR Scheme approved by the Australian Securities and Investments Commission.

AFCA can be contacted on:

• by free call on 1800 931 678 (9.00am-5.00pm, Monday to Friday, Sydney time);
• by email to info@afca.org.au; or
• by submitting your complaint online at www.afca.org.au
• by writing to Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001.