Compliments and concerns

We work hard to build lasting relationships with our clients. Listening to your feedback helps us address any immediate concerns and keep improving our service.

Compliments

Our team is always delighted to hear they’ve made your experience a pleasant and successful one. If you’ve received exceptional service, please let us know so we can pass on your feedback.

Concerns

If you feel you haven’t received the highest standard of care, we encourage you to tell us. You can contact us by:

• Phone: 0425 558 292
• Email: mortgagebroking@ausena.com.au

Please give as much detail as possible about your concern.

Need an update on your complaint?

You can ask for an update at any time. Contact us by any of the methods above and refer to your earlier communication so we can respond quickly.

How we resolve complaints

We’ll try to resolve your complaint straight away. If we can’t, we’ll acknowledge it within one business day, investigate it fairly and give you our response in writing within 30 calendar days. If we need more time, we’ll contact you before then to explain why and when you can expect our response.

Taking it further

If you’re not satisfied with our response, or we haven’t responded within 30 days, you can contact the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution service:

• Website: www.afca.org.au
• Email: info@afca.org.au
• Phone: 1800 931 678 (free call)
• Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001