Documents Needed
What you need to provide
To help us deal with your complaint, you can provide us with:
- a detailed time-line/chronology of events
- copies of communications (letters, emails and faxes)
- any agreement/s between you and your financial service provider
- any additional information you feel is relevant in supporting your complaint.
If you don’t have the required information you may wish to contact the Member and ask for a copy. However, if this is not possible, we can ask the Member for this information once your complaint has been made.
All parties are required to comply with all requests from COSL in providing information.
About information
Information we may ask for
When we deal with complaints, we actively seek relevant information from all parties and expect each party to act in good faith in presenting all relevant information.
Each party is required to present all relevant information to COSL, even if that information may not be favourable to their case.
Information we consider
We aim to resolve complaints with as little formality and technicality as possible whilst still achieving fairness to all parties. However, we don't have the power to take any evidence on oath nor to cross-examine any of the parties.
We are entitled to make a logical conclusion based on the information supplied by the parties during the complaint process. Information supplied is assessed on the balance of probabilities.
Offensive or Defamatory Information
If we consider information to be offensive or defamatory, we may refuse to convey that information to any other party to the complaint. We may require the information to be amended by having all offensive or defamatory material removed before accepting or considering it.
If the party concerned does not resubmit the amended information with all offensive and defamatory material removed we may:
1. regard a complaint as being withdrawn and notify the parties of this outcome; and/or
2. proceed to deal with the complaint without regard to the information.