We are committed to providing excellent products and services and strive to put our customers first, but if we get things wrong, we want to hear from you. We want to work with you to understand what happened and find a solution to resolve your complaint as quickly as possible. Where possible we aim to resolve all issues at the time but otherwise within 5 working days of receiving the complaint.
You can discuss your feedback or complaint with any of our team members. You can contact us either by:
- Telephone on 1300 100 747
- Email – email@example.com
- Post/letter – write to us at PO Box 1230, North Sydney, NSW 2059
- Speaking with any staff member who may then refer the matter to our Complaints Officer
- Posts on our company owned Social Media platforms
Where the complaint relates to that team member you may be more comfortable talking to our Complaints Officer. You can contact them directly at Compliance@mortgageport.com.au
We have an internal complaint handling and dispute resolution policy that aims to effectively respond to your complaint and resolve your issue in a professional and timely manner
If however, you are not satisfied with our response or the handling of your complaint, you can contact the external dispute resolution scheme, the Australian Complaints Authority (AFCA)
The contact details for AFCA are set out below. AFCA provides a free service to consumers and small businesses, and has been established to provide you with an independent mechanism to resolve specific complaints where the complaint falls within their terms of reference.
Australian Financial Complaints Authority
Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001