AXSiSS Dispute Resolution Policy Overview
At AXSiSS, we pride ourselves on our adaptability and commitment to excellence in every aspect of our service. Our comprehensive IDR Dispute Resolution Policy is designed to help you understand the process for resolving any concerns you may have, ensuring fairness and transparency. Explore what we have to offer and how we can contribute to a satisfactory resolution for you.
Frequently asked questions about dispute resolution
It all began with a simple idea of-
"People Helping People Resolve Concerns "
Fuelled by a deep passion for helping Australians navigate financial services with confidence. AXSiSS prides itself on personal attention and dedication to every detail. Our approach is rooted in quality and integrity, ensuring that everything we do reflects our commitment to excellence and providing you with the best resolution for your individual concerns.
What is the first step in lodging a complaint?
The first step is to contact our internal dispute resolution team. You can do this by phone, email, or in writing. We encourage you to provide as much detail as possible about your concern so we can thoroughly investigate the matter.
How long does the dispute resolution process take?
We aim to resolve all complaints as quickly as possible. The timeframe can vary depending on the complexity of the issue, but we will keep you informed of our progress and provide a final response within the regulatory timeframe, usually 30 days.
What if I am not satisfied with the resolution?
If you are not satisfied with our internal dispute resolution outcome, you have the option to escalate your complaint to an external dispute resolution scheme. We will provide you with information on how to do this in our final response.
What kind of disputes does this policy cover?
Our IDR policy covers a wide range of disputes related to the financial services we provide, including issues with our products, services, or the conduct of our staff. If you have a concern, please don't hesitate to raise it with us.
Is there a cost to use the dispute resolution service?
No, our internal dispute resolution service is free of charge to all our clients. We believe in providing accessible and fair avenues for resolving concerns.
How can I provide feedback on the dispute resolution process?
We welcome your feedback on our dispute resolution process. You can provide feedback at any stage of the process or after your complaint has been resolved. Your input helps us to continually improve our services.
AXSiSS -"People Helping People Prosper"
DATE : 19/3/2026 SUBJECT: Internal Dispute Resolution Process
AXSiSS and John Goulding CRN (457090) is an authorised credit representative of National Lending Group Pty Ltd (Australian Credit Licence 412778) and complies with the privacy policy of its licensee National Lending Group Pty. Ltd. here within.
Dispute Process
AXSiSS and John Goulding authorised credit representative CRN457090 is committed to the efficient and fair resolution of all client complaints as and when they are received. This level of fairness in treatments applies to all involved in any complaints or dispute process.
AXSiSS and John Goulding authorised credit representative CRN457090 has two types of dispute resolution processes for clients:
- Internal Disputes Resolution; and
- External Disputes Resolution.
Internal Disputes Resolution Scheme
Our internal complaints handling system is easy to understand and in plain English. AXSiSS and John Goulding CRN457090 will make every effort to ensure that the client has every opportunity to express their concern and complaint.
If you have a concern or complaint with us you may:
- Email us at info@axsiss.com.au and complaints@NLG.com.au
- Talk to our Complaints Manager by calling 1
- Write a letter addressed to Level 7, 492 St Kilda Road, Melbourne, VIC 3004
- Talk to your AXSiSS Credit Representative
- Upon receipt of a concern or complaint we will discuss the issue with you and undertake any necessary investigation to resolve the issue.
- All client complaints must be responded to within 24hrs of receipt of the initial complaint.
- Unless unforeseeable circumstances arise, all client complaints are to be resolved within 30 days of receipt.
- If after this 30 day period the complaint remains unresolved, you will be informed in writing that your complaint cannot be resolved and we will inform you of your right to continue through an External Complaints Resolution Scheme of which NLG and AXSiSS / John Goulding is a member.
External Complaints Resolution (AFCA)
NLG and AXSiSS - John Goulding is a member of AFCA (Australian Financial Complaints Authority), clients are free to make enquiries with AFCA to address any grievances they may have.
Complaints can be lodged with AFCA electronically via their website, or in writing to:
Mail:
Australian Financial Complaints Authority
G.P.O. Box 3
Melbourne VIC 3001
Online:
Email: info@afca.org.au
Office Hours are Monday to Friday 9.00am – 5.00pm (AEST)
Contact Details: Ph: 1800 931 678
Signed Mr. John W Goulding
AXSiSS - Business Property Finance Strategists
Principal
Beyond the ordinary, tailored for your peace of mind
This is where your journey with AXSiSS begins. Get to know our business and what we do, and how we're committed to quality and great service. After reviewing our IDR policy, your next step is to contact us for a no-obligation discussion on how we can address any concerns you may have. We're glad you're here and to be a part of your life journey.