We go to great lengths to ensure satisfaction with our services and offerings. However, if there is an instance, where you are not satisfied with the outcomes of our process, we hope that you will let us know. If you have a complaint about the service that we provide, the following steps or avenues for resolution are available to you.
Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact us by phone on 03 9429 9775 and tell us about your concerns.
We pride ourselves on the company's reputation, and want to ensure that all concerns and complaints are fully documented, investigated and resolved in a timely manner. If your situation is not satisfactorily resolved within 1 working day by talking with us, we will apply our internal complaints process to manage your complaint appropriately. In this instance the complaint will be internally escalated to our Director Kris Court. Email email@example.com
By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum timeframe in which to provide a response to you is 45 days, although in pursuit of best practice and the reputation of our organisation, we aim to resolve these issues in a much shorter time frame.
Although we try hard to resolve a customer's concern in the most considerate and direct manner, sometimes it may need to be referred to a dispute resolution scheme, which is external to our organisation. Therefore, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available.
For home loan concerns, an external dispute resolution process is available to you, at no cost. The details of our External Dispute resolution scheme are below: