Paleso Finance Group Customer Charter

V1.1 - Last edited 27 September 2020

Who is Paleso Finance Group?

Paleso Finance Group are local Queensland based Finance and Insurance Brokers.

We offer credit assistance services via our branch network as well as over the phone and internet to consumer and commercial clients looking to purchase large ticket items such as Cars, Bikes, Boats, Caravans. We also assist with personal loans to help fund other life events like holidays and medical costs.

We act as an intermediary between yourself (the consumer) and the most suitable lender for your profile and request.

The Application Process

All applications begin with one of our staff discussing your Requirements and Objectives with you to fully understand what you are trying to achieve and why. We find it is best to complete this process by talking with you either in person or over the phone. Internet applications are available, however we can only proceed further by talking with you in detail to ensure we fully understand all about your current and past financial situation to ensure we are assisting you in the most appropriate fashion.

We will ask you to provide us supporting documents such as proof of your income, ID, residential status or loan history. These documents can include your Drivers License, Bank Statements, Payslips, Group Certificate, Rental Ledger or Rates Notice. Every application is different and we may ask you for additional information as we progress through your application.

Once we have your supporting documents and have clarified with you, your employer or your rental agent any information we may need we will discuss with you quotes that we have obtained tailored to your individual situation or if we are unable to quote upfront explain why. With your consent we will then submit your application to the to submit to the best lender to fit your requirements and objectives that is not unsuitable for you, as soon as we can.

Privacy Policy

Paleso Finance Group takes your privacy very seriously. We handle your personal information with the utmost of care and attention. We have strict policies and procedures in place to protect your privacy. Our objective is to handle information stored responsibly, governed by the provisions set out in the Privacy Act 1988 (Cth) and other relevant law. Please view our Privacy Policy for more detailed information.

Our Commitment To Clear Communication

Our aim is to be proactive with our communication with you.  We like to give our customers the same service we would like to receive from other businesses ourselves. This includes keeping you informed of any changes to the status of your application as soon as possible, or alerting you to any possible delays.

We have a number of standards in place that we think provides you with the basis for a good customer experience.  

If you make contact with us, we will speak with you regarding your query immediately during our office hours, or call you back at a mutually agreeable time.

If you have any requests or need to be contacted after hours please just let us know and we will endeavour to work with you in anything that you need, we truely do work to make loans easier.

Fees & Charges

We operate as a 'Fee For Service' professional brokerage firm, meaning a charge for our service is only incurred on the settlement of your loan. If you choose not to proceed, or are unsuccessful in your application we will not charge you a fees for our service.

During the quoting and research stage of your application we endeavour to find you the lowest total cost loan and lowest interest rates relative to your lending profile. We are totally clear and honest regarding any upfront, ongoing or termination charges relevant to any loan we assist you to obtain.

What If You Have A Complaint?

We work hard to give you the best service in the industry, but sometimes you may feel you are unhappy an issue hasn't been resolved to your satisfaction.  We have a free complaints resolution service you can use.

What is a complaint?

A complaint is an expression of dissatisfaction made to us, related to our service, or the complaints handling process itself, where a response or resolution is expected.

To assist us in helping you?

Gather all supporting documents about your complaint. Then think about the questions you want answered and decide what you want us to do.

Next, contact the team member who had previously overseen your application and explain the problem. If you would prefer to escalate your complaint, or you are not comfortable speaking to the original team member, you can refer your complaint to a Line Manager or directly to our Dispute Resolution Officer.

You can contact us by phone, mail or email. We would prefer your complaint was provided in writing so we fully understand your issues. We will then review the situation and if possible, resolve it straight away. Letting us know about the problem is often all that’s required to resolve most issues.

How can you contact us?

You can contact us on phone, email, in person or in writing:

Paleso Finance Group Complaints Resolution

Phone - 1300326658

Email -

Postal Address - Complaints Resolution Officer, PO BOX 490, Rockhampton QLD 4700

Head Office Address - 1/248 Musgrave Street, North Rockhampton, QLD 4701

How long will it take before you get back to me?

Our aim is to resolve any issues with you as quickly as possible. We ensure that any issues are considered and a response provided swiftly, in most cases this is within 21 days.

Complaint resolution procedure

The goal of this policy is to achieve an effective resolution of your complaint within a reasonable timeframe, usually 21 days or as soon as practicable. However, in some cases, particularly if the matter is complex, the resolution may take longer – up to a maximum of 45 days.

Once the complaint has been made, we will try to resolve the matter in a number of ways:

Request further information – We may request further information from you. You should be prepared to provide us with as much information as possible, including details of any relevant dates and documentation. This will enable us to investigate the complaint and determine an appropriate solution.

Discuss options – We will discuss options for resolution with you and if you have suggestions about how the matter might be resolved you should raise them. Investigation – Where necessary, the complaint will be investigated. We will try to do so within a reasonable time frame.

The complaint is substantiated – If your complaint is found to be substantiated, you will be informed of this. We will then take appropriate steps to resolve the complaint, address your concerns and prevent the problem from recurring. If the complaint is not substantiated, or cannot be resolved to your satisfaction – you can refer the matter to an external dispute resolution service.

What if your complaint is still not resolved?

Where we are unable to resolve your complaint or 45 days have elapsed, you may lodge a complaint with the Australian Financial Complaints Authority if lodged on or after 1 November 2018:

Phone:    1800 931 678 (free call)
Mail:        Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to FOS or AFCA and so you should act promptly or otherwise consult the FOS and AFCA websites to find out if or when the time limit relevant to your circumstances expires.

Privacy Complaints

If you believe that your privacy has been infringed or a breach of the Australian Privacy Principles has occurred, you are entitled to complain. All complaints should initially be in writing and directed to our Complaints Officer. We will acknowledge your complaint within 7 days.  We will provide you with a decision on your complaint within 30 days.

If you believe Paleso Finance Group has not adequately dealt with your complaint and you are not satisfied with AFCA, you may also complain to the Officer of the Australian Information Commissioner (OAIC) whose contact details are as follows:

Officer at the Australian Information Commissioner:

Postal Address: GPO Box 5218, Sydney, NSW 2001

Phone: 1300 363 992


Web: (You may also lodge a complaint directly with the OAIC on their website.)

Anonymous Complaints

We are unable to deal with anonymous complaints. This is because we are unable to investigate and follow-up such matters unless we know your name. In the event however, that an anonymous complaint is received we will note the issues raised and, where necessary, try and resolve them appropriately.