Fast Track Your Home Loan
If we haven’t met your expectations and you’d like to make a formal complaint, please let us know. We will:
Your feedback is important to us, and we are committed to addressing complaints in a transparent and professional manner.
We’re sorry we haven’t met your expectations. If something hasn’t gone right, please let us know. You can make a complaint using any of the following methods:
You can authorise someone to lodge a complaint on your behalf (for example, a broker, family member, or financial counsellor).
We’ll do our best to resolve your complaint as quickly as possible. If we’re unable to resolve it within five business days, your complaint will be escalated to our dedicated complaints team for further review.
We may contact you to clarify the details or ask for a little more information, so we can understand what happened and help.
We aim to resolve complaints as quickly as possible and will keep you informed throughout the process.
In most cases, our final response will be provided within the following timeframes:
If we require more time, we will notify you in writing. This notification will include:
Our response will be provided in writing or via your preferred contact method, and will clearly outline:
If you’re still not happy with our final response, or with the way we have handled your complaint, you can contact the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution service.
We understand that some situations can be difficult, stressful, or sensitive. If you need extra help at any point, please let us know. We can support you by:
We understand that some situations can be difficult, stressful, or sensitive. If you need extra help at any point, please let us know. We can support you by:
Mortgage House is committed to providing a safe and supportive environment for customers affected by family or domestic violence.
If you tell us you’re experiencing family or domestic violence, we will:
If you’re in immediate danger, call 000.
If you would like independent support, you can contact:
If you need an interpreter, you can contact Translating and Interpreting Service (TIS National) on 131 450. If you are deaf or have a hearing or speech impairment, you can use the National Relay Service at relayservice.gov.au.
We collect personal information to manage your complaint and will handle it in accordance with our Privacy Policy.
Privacy Policy –
https://mortgagehouse.com.au/privacy-policy/
