Complaints Handling Procedure
At Private Finance Brokers Pty Ltd, we strive to provide exceptional service to our clients. We understand that at some stage in the future a concern or issue could arise, and we are committed to resolving any complaints promptly and fairly. This Complaints Handling Procedure outlines the steps we follow to address and resolve complaints in compliance with the requirements of the mortgage broking industry.
Lodging a Complaint:
You can lodge a complaint with Private Finance Brokers in the following ways:
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By phone: Contact our dedicated complaints hotline at 0414 951 596.
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In writing: Send a detailed complaint letter to 33 Tilley st Redcliffe QLD 4020
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By email: Email your complaint to chris@privatefinancebrokers.com.au
Complaint Acknowledgement:
Upon receiving your complaint, we will promptly acknowledge receipt in writing (email or letter) within 5 business days. This acknowledgement will include the contact details of the staff member assigned to handle your complaint.
Complaint Investigation:
We will conduct a thorough investigation of your complaint to understand the issues involved and gather all relevant information. Our team will review the details provided and any supporting documentation.
Complaint Resolution:
We are committed to resolving complaints in a fair and timely manner. Depending on the nature and complexity of the complaint, we aim to provide you with a written response within 21 calendar days from the date of complaint lodgement.
Escalation to External Dispute Resolution:
If you remain unsatisfied with our response or if we exceed the specified response timeframe, you have the option to escalate your complaint to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme.
Australian Financial Complaints Authority (AFCA) contact details: Phone: 1800 931 678 Website: www.afca.org.au
Please note that AFCA requires complainants to attempt to resolve the complaint with us first before they can consider the matter.
Continuous Improvement:
We value your feedback and use complaints as an opportunity to learn and improve our services. We regularly review our complaints handling process to ensure it remains effective and meets industry standards.
Record Keeping:
We maintain accurate and confidential records of all complaints received, including details of the complaint, actions taken, and outcomes. This information helps us monitor trends, identify areas for improvement, and fulfill our regulatory obligations.