Complaints Policy

COMPLAINTS POLICY

 

What if you are not happy with our services?

 

At Property Loan Advisor, we always work hard to build strong and lasting relationships with our valued customers.  By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.

 

We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.

 

If, for any reason, you do not feel that you have received the highest standard of care from us, we encourage you to share this with us.  We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

 

You can contact Felicity Heffernan the complaints manager by whichever of the following means best suits you:

 

T: 02 4947 7950

F: 02 4947 0453

M: 0417 024 300

E: [email protected]

A: 5/495-503 Pacific Hwy, Belmont NSW 2280

 

If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.

 

We will try to deal with your complaint on the spot.  However, if this is not possible, we will write to you to acknowledge your complaint within 5 days.  We will ensure we treat you fairly and will work to resolve your complaint as soon as possible.  In the rare event we are still investigating your complaint after 45 days we will write to you to explain why and to let you know when we expect to have completed our investigation. When we have completed our investigation, we will write to let you know the outcome and the reasons for our decision.

 

Taking it further

 

We hope that you will be satisfied with how we deal with your complaint.  However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by our external disputes resolution scheme (EDRS), Australian Financial Complaints Authority (AFCA), an independent party.  You can contact AFCA at:

 

Mail

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Online:  www.afca.org.au

Email:  [email protected]

Phone:  1800 931 678