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At Mortgage House we know that it is important for us to listen to your needs if we are to continue to provide a premium level of service. That's why we invite you to submit your feedback to us on how to improve our services.

Address:
Level 34/101 Miller Street
NORTH SYDNEY NSW 2060

Postal Address:
PO Box 1962 North Sydney 2059

Client Services: 02 8116 1010

Fax Number: 02 8116 1099

E-mail: save@mortgagehouse.com.au


Mortgage Customer Feedback

At Mortgage House we believe that it is essential for our customers to be able to provide feedback and be given the opportunity to voice any concerns in order for us to respond appropriately to any complaints or disputes.

We also value your feedback on what we do well and as such also seek compliments when they are due.

We and our Branch Network are members of the Mortgage & Finance Association of Australia (MFAA) and as such we are also subject to the requirement to have in place an Internal Dispute Resolution (IDR) procedure.

Receiving compliments or complaints

You can lodge compliments or complaints by contacting our Customer Relations Team:

  • telephone - 02 8116 1004
  • facsimile - 02 8116 1099
  • e-mail - compliance@mortgagehouse.com.au
  • post - PO Box 1962 North Sydney 2059

Dispute Resolution

In the event that your experience is anything less than exceptional and you require assistance in resolving a matter, we invite you to meet directly with Senior Management to ensure a prompt and favourable outcome. We encourage a face to face meeting, over coffee, to provide you a personalised service with key decision-makers within the organisation.

Alternatively, you may send written details of your matter and we will contact upon delivery of the letter to confirm we have received it and to provide a timeframe to have the matter resolved.

In all cases, we will keep you updated throughout the process and work with you to resolve the matter in a timely fashion.

Our external dispute resolution scheme

If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme.

Our external dispute resolution provider is COSL (Credit Ombudsmen Services Limited) Phone 1800 138 422, www.cosl.com.au

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.
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