What if I have a complaint or want to say 'Good Job'?
How to give feedback
We value your feedback and wish to deliver the highest possible service standards. We are committed to dealing with problems in a professional and prompt manner. It is only by receiving your feedback that we can continue to refine our processes to ensure we are meeting our clients’ expectations.
If you have experienced exceptional service or would like to compliment one of our consultants, simply email us at email@example.com.
WHAT TO DO IF YOU HAVE A DISPUTE OR COMPLAINT
We are committed to providing our customers with the best possible service. If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.
HOW TO MAKE A COMPLAINT AND THE COMPLAINTS PROCESS
If you have a complaint, we request you follow these steps:
1. If your complaint is about your loan, in the first instance please contact your lender or credit assistance provider.
2. If your complaint has not been resolved to your satisfaction within 5 business days or if your loan is about the services we give you, please contact the Licensee as listed in the table above.
THIRD PARTY PRODUCTS OR SERVICES
If your complaint relates to a product or service acquired through a third party (for example, a lender) we may ask you to contract the relevant third party. They will deal with your complaint under their complaints resolution process.
If you are not satisfied with the resolution of your complaint by the third party under their complaints resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.
KEEPING YOU INFORMED
We will acknowledge receipt of your complaint within five business days. If unable to resolve the complaint/dispute to your satisfaction within five business days, they will write to you advising the procedures we will follow in investigating and handling your complaint.
Within 45 calendar days from the date you lodged the complaint with us, we will write to you advising you the outcome of the investigation and the reason/s for our decision, or if required, we will inform you if more time is needed to complete the investigation.
STILL NOT SATISFIED?
If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further.
Our external dispute resolution service provider is:
- the Australian Financial Complaints Authority (AFCA), which can be contacted via:
· Online: www.afca.org.au
· Email: firstname.lastname@example.org
· Phone: 1800 931 678
· Mail: GPO Box 3 Melbourne VIC 3001
Home loan process
We want to make the home loan approval process as easy and straightforward as possible. The steps we take you through are:
Find out what you need
Loan appointment & complete loan application
Assemble application and submit to lender
Receive loan decision
Loan offer sent to borrower
Review sign and return loan offer to lender
Which lenders do you use?
We broker loans for a variety of lenders and have over 25 available to choose from. There's something for nearly everyone. See the about page.
Who can access my information?