Compliments and Concerns
We work to build strong, long-term relationships with our customers. By listening to your feedback, we can address any concerns promptly and continuously improve our products and services.
We understand that there will be moments when you wish to commend us for our efforts and other times when you feel we have not met your expectations.
Compliments
Our mortgage brokers take great pleasure in knowing they have provided a pleasant and successful experience. If you have received exceptional service, please inform us using the contact details above.
Concerns
Should you feel that our service has not met the highest standards, we encourage you to share your concerns with us. We have established an easy process for you to voice your concerns, ensuring they are addressed quickly and fairly.
If you contact us by mail or email, please include as much detail as possible regarding your complaint.
Need an Update on Your Complaint
If you have lodged a complaint with us, you can request an update on its status at any time. Reach out to us using any of the listed methods and refer to your initial communication to help us respond efficiently.
Resolution
We aim to resolve your complaint immediately. However, if this is not feasible, we will acknowledge your complaint in writing within five days. We are committed to treating you fairly and resolving your complaint promptly. In the rare instance that our investigation extends beyond 45 days, we will inform you of the delay and provide an expected completion date.
Once we conclude our investigation, we will write to you with the outcome and the rationale behind our decision.
Taking It Further
We hope you are satisfied with how we handle your complaint. If you remain unsatisfied or have not received a response within 45 days, you can escalate your complaint to an independent party, the Australian Financial Complaints Authority Limited (AFCA).
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne, VIC 3001
www.afca.org.au
Reverse Mortgages Australia
Your Trusted Source of Reverse Mortgage Advice, Delivery and Support
From the first consultation with us, you can expect experienced, empathetic, specialist advice and a solution tailored to finance your retirement living and personal objectives.
We will ensure any reverse mortgage is sourced from trusted reverse mortgage lenders in Australia and meets your unique goals and your situation every time.
