Complaints and Feedback
OUR INTERNAL DISPUTE RESOLUTION (IDR) SCHEME
We are committed to providing you with a high standard of service. If at any time we have not met our obligations or you have a complaint about the service that we provide, please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly. If you have a complaint, the following steps are available to you.
In the first instance, please contact Johnathon Reeves on 0477 030 456 or [email protected].
We will acknowledge receipt of your complaint within 1 business day. If we are unable to resolve the complaint to your satisfaction within 5 business days, we will escalate the complaint to the Complaints Officer.
You can also contact the Complaints Officer directly:
COMPLAINTS OFFICER
Name: Mark Norman Address: 325 Churchill Ave, Subiaco WA 6008, Australia Phone: 08 9286 6888 Email: [email protected]
Within 30 calendar days from the date you lodged the complaint with us, we will write to you advising the outcome of the investigation and the reasons for our decision, or, if required, inform you if more time is needed to complete the investigation.
OUR EXTERNAL DISPUTE RESOLUTION (EDR) SCHEME
If you do not think we have resolved your complaint to your satisfaction, or you have not heard from us within 30 calendar days, you may refer the matter to our EDR scheme, the Australian Financial Complaints Authority (AFCA). You may also refer the matter to AFCA at any time, but if our IDR process is still in progress, AFCA may request that our IDR process be completed before considering the matter further.
AFCA is the external dispute resolution scheme approved by the Australian Securities & Investments Commission (ASIC), and its service is available to you at no cost:
Australian Financial Complaints Authority (AFCA) Email: [email protected] Phone: 1800 931 678 Address: GPO Box 3, Melbourne VIC 3001, Australia
Our licensee’s AFCA details Mortgage Specialists Pty Ltd AFCA Member Number 42176