Customer Complaints & Disputes Policy

If you are the authorised representative of our strata corporation customer (i.e. Owners Corporation or Body Corporate) and have any complaints about the service we provide you, you should take the following steps:

Contact Lannock and tell us about your complaint. Lannock will do its best to resolve it quickly.

If your complaint is not satisfactorily resolved within 3 business days, please contact our Chief Operating Officer who will review the complaint, on telephone number 1300 851 585 or submit your complaint in writing and send it to the Chief Operating Officer – ‘Notice of Complaint’ at: Lannock Strata Finance, Level 3, 140 William Street, East Sydney NSW 2011.

We will try to resolve your complaint quickly and fairly.

Lannock is a member of the Australian Financial Complaints Authority (AFCA).

If the complaint can’t be resolved to your satisfaction within 45 days, then you may lodge a complaint with the Australian Financial Complaints Authority. AFCA provides fair and independent financial services complaint resolution that is free to consumers:

If you have any further questions about the financial services we provide, please do not hesitate to contact us.

Any complaint received by Lannock directly from an individual owner in a Strata Corporation will be sent to the authorised representative of our customer (i.e. a member of the Owners Committee or Strata Manager) to respond too.  If an individual owner in a strata property is unable to resolve their dispute with the Owners Corporation it should be referred to the appropriate state tribunal i.e NCAT, QCAT, VACAT, ACAT etc.  which deals with strata disputes, in accordance with the relevant state strata legislation.

This policy will be reviewed on a periodic basis to ensure relevance to Lannock operations and continual improvement.