Customer Service Code of Conduct
Published
Finlease is committed to delivering the highest level of service to each of our customers.
Our service commitment is framed around the following elements:
- Our Values
- Our Mission
- Our Code of Conduct
- Our Commitment to Service
- Our Commitment to Improve
Finlease Values
We are a family company with family values of looking out for each other; our customers, our business partners and our team.
Finlease Mission
Finlease aims to deliver sustainable long term value to our customers and our other stakeholders.
Finlease Code of Conduct
Each member of the Finlease team commits to the following code of conduct in all our dealings:
- Professionalism and competence: we act with professionalism and competence at all times, and maintain the highest standards of ethical behaviour in our interactions with our clients, colleagues and other stakeholders.
- Disclosure: we provide clear and accurate information to our customers about the nature of our services, how we work with our clients and what are the costs and fees.
- Confidentiality: we protect the confidentiality of client information, and we do not divulge any sensitive or proprietary information without the express consent of the client.
- Conflict of interest: we avoid all conflicts of interest (actual, potential or perceived) that could compromise our objectivity or integrity, and we disclose any potential conflicts of interest to clients.
- Compliance: we comply with all relevant laws, regulations, professional standards, and codes of conduct.
- Fairness: we treat all clients fairly and equally, regardless of their race, gender, ethnicity, religion, age, or sexual orientation, and we never engage in any discriminatory practices.
- Duty of care: we act in the best interests of our customers, and exercise due care, skill, and diligence in providing financial services, and sourcing the most appropriate funding solution for our customers.
- Communication: we communicate clearly, honestly, and transparently with our customers, and ensure that they understand the risks and benefits associated with any financial products or services.
- Professional development: we maintain and update our knowledge and skills through ongoing training and professional development, and stay abreast of changes in the financial markets and regulatory environment.
- Complaints and disputes: we do our upmost not to have any, but if you are not satisfied with your dealings with us, we offer a number of independent and confidential channels to deal with any complaints or disputes and we are committed to resolving any issues that arise in a timely and fair manner.
Finlease Commitment to Service
We commit to work with and support each of our customers, based on a full and transparent shared understanding:
- Finlease will work with you to understand you and your current business
- Finlease will work with you to fully understand the financing needs
- Finlease will clearly explain how we work with you to meet your needs
- Finlease will ensure you fully understand the funding arrangements we propose to you
The only surprise should be how satisfied you are with your asset and equipment finance broker.
Finlease Commitment to Continuous Improvement
Finlease brokers and staff are committed to developing their skills, professionalism and ability to best serve our customers. As part of this commitment our brokers undertake ongoing training and education relevant to our work, as well as maintaining membership of key professional bodies.
If something goes wrong …
If you are not satisfied with any aspect of the Finlease service you should let your broker know as soon as possible. Your broker will make every effort to resolve your issue with you directly, promptly and professionally.
Should you remain dis-satisfied you are encouraged to raise the matter directly with our Founder and CEO, Mark O’Donoghue. You can contact Mark here.
Finlease is also a member of the Australian Financial Complaints Authority.
If we make a mistake we will work to fix it, first for the affected customer and secondly to minimize the chance of the issue occurring for anyone else.