Complaints Policy
Our Commitment
At Your Mortgage Partner, we are committed to providing high-quality service to our clients.
If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can resolve the issue promptly.
How to Make a Complaint
You can submit a complaint by contacting us using the following details:
Your Mortgage Partner
Phone: +61 431 026 345
Website: www.yourmortgagepartner.com.au
Please provide as much information as possible so we can investigate your concern.
Our Complaint Handling Process
When we receive your complaint, we will:
- Acknowledge receipt of your complaint
- Investigate the issue thoroughly
- Respond to you with our findings
We aim to resolve complaints as quickly as possible.
Response Time
We will attempt to resolve your complaint within 30 days.
If the matter is complex and requires additional time, we will keep you informed about the progress.
If You Are Not Satisfied
If you are not satisfied with our response, you may escalate your complaint to our aggregator:
Australian Finance Group Ltd
Phone: 1800 629 948
Website: www.afgonline.com.au
External Dispute Resolution
If your complaint cannot be resolved internally, you may contact the Australian Financial Complaints Authority (AFCA).
AFCA provides free and independent dispute resolution services.
Australian Financial Complaints Authority
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001
Your Rights
You have the right to have your complaint heard and resolved in a fair and timely manner.
Using our complaints process will not affect your legal rights.