Compliments and Concerns

We strive to cultivate strong and lasting relationships with our esteemed customers. By actively listening to your feedback, we can promptly address any concerns you may have and continuously enhance our products and services.

We understand that there will be moments when you wish to commend us for our efforts and other times when you feel we have not met your expectations.

 

Compliments

Our mortgage brokers take great pleasure in knowing they have provided a pleasant and successful experience. If you have received exceptional service, please inform us using the contact details above.

 

Concerns

Should you feel that our service has not met the highest standards, we encourage you to share your concerns with us. We have established an easy process for you to voice your concerns, ensuring they are addressed quickly and fairly.

If you contact us by mail or email, please include as much detail as possible regarding your complaint.

 

Need an Update on Your Complaint

If you have lodged a complaint with us, you can request an update on its status at any time. Reach out to us using any of the listed methods and refer to your initial communication to help us respond efficiently.

 

Resolution

We aim to resolve your complaint immediately. However, if this is not feasible, we will acknowledge your complaint in writing within five days. We are committed to treating you fairly and resolving your complaint promptly. In the rare instance that our investigation extends beyond 45 days, we will inform you of the delay and provide an expected completion date.

Upon concluding our investigation, we will write to you with the outcome and the rationale behind our decision.

 

Taking It Further

We hope you will be satisfied with how we handle your complaint. If you remain unsatisfied or have not received a response within 45 days, you can escalate your complaint to an independent party, the Australian Financial Complaints Authority Limited (AFCA).

Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne, VIC 3001
www.afca.org.au