Dispute Resolution Process
At Mortgage Finance Solutions we aim to provide the very best service for our customers every time, therefore in the event that you are unhappy regarding any part of our service, please contact the mortgage broker involved and explain your concerns. Most complaints arise from miscommunication and can be quickly resolved, however if this doesn’t happen within 5 working days your concerns will be escalated to our Complaints Officer. The Complaints Officer is a senior person in our organisation that has the necessary experience and authority to handle your complaint and make relevant decisions on outcomes.
You can contact the Complaints Officer:
Post: 5a Stanley Street Wodonga VIC 3690 Australia
Phone: (02) 6024 2030
Fax: (02) 6024 2040
We will provide a written acknowledgment of receipt of your complaint promptly, unless the complaint is otherwise resolved in the meantime. We will ensure that a substantive response is given to your complaint as soon as possible, but within thirty (30) days of receipt of your complaint. If we cannot respond to your complaint within thirty (30) days, we will inform you of the reasons for the delay and of your right to refer the complaint to the Mortgage Industry Ombudsman Scheme.