Our Internal Dispute Resolution scheme
We always strive to provide the best possible service and provide you with the finance that suits your needs. However, we appreciate that from time to time, applicants may not be satisfied with the process or the solution. If this occurs, and you have a complaint about the service we provide, we have a resolution process in place to address your concerns.
You can lodge your complaint through a number of channels. You may do this verbally or in writing. If you choose to lodge the complaint by email or mail, please make sure you include as much information as you can. You should explain the details of your complaint as clearly as you can
Step 1: Please contact Bernadine Geary in the first instance as many disputes can be resolved relatively quickly. If your mortgage broker is unable to resolve your dispute immediately, you may escalate the issue to the Licensee’s complaints team to assist with resolution.
Step 2: If you are not satisfied with the outcome or in which the way your complaint has been handled, then you can escalate the complaint to the Internal Complaints Officer who will endeavour to resolve your complaint:
A 52 Hull Rd, Mt Martha VIC 3934
T 1300 005 409
Once the dispute is escalated, we will provide a written acknowledgement of your complaint within five (5) working days. Our Licensee will ensure you are treated fairly and will work to resolve your complaint as soon as possible. In the rare event that your complaint is still being investigated after 45 days, our Licensee will write to you to explain why and to let you know when their investigation is expected to complete.
Our External Dispute Resolution (EDR) scheme
If you are still not satisfied with the outcome of your complaint, then you have the further option of referring the matter to an external dispute resolution scheme.
We are a member of the following EDR scheme. The EDR scheme can be contacted using the details below.
Our AFCA member reference is 73085
Australian Financial Complaints Authority (AFCA)
GPO Box 3 MELBOURNE VIC 3001
T 1800 931 678