{"id":32,"date":"2026-10-18T00:26:02","date_gmt":"2026-10-17T13:26:02","guid":{"rendered":"http:\/\/ausena.com.au\/mortgage-broking\/compliments-concerns\/"},"modified":"2026-10-18T00:26:02","modified_gmt":"2026-10-17T13:26:02","slug":"compliments-concerns","status":"publish","type":"page","link":"https:\/\/ausena.com.au\/mortgage-broking\/compliments-concerns\/","title":{"rendered":"Compliments and Concerns"},"content":{"rendered":"<section style=\"padding:clamp(36px, 7vw, 88px) clamp(0px, calc(6vw - 20px), 32px) clamp(48px, 7vw, 72px)\">\n<div style=\"max-width:820px;margin:0 auto\">\n<p style=\"color:#167571;font-size:0.8rem;letter-spacing:2px;font-weight:700;margin:0 0 12px;text-transform:uppercase\">Feedback<\/p>\n<h1 style=\"color:#151d2e;font-size:clamp(2rem, 4vw, 2.8rem);line-height:1.1;margin:0 0 28px\">Compliments and concerns<\/h1>\n<div style=\"color:#3a4152;font-size:1rem;line-height:1.7\">\n<p>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.<\/p>\n<h2 style=\"color:#151d2e;font-size:1.4rem;margin:32px 0 10px\">Compliments<\/h2>\n<p>Our team is always delighted to hear they&#8217;ve made your experience a pleasant and successful one. If you&#8217;ve received exceptional service, please let us know so we can pass on your feedback.<\/p>\n<h2 style=\"color:#151d2e;font-size:1.4rem;margin:32px 0 10px\">Concerns<\/h2>\n<p>If you feel you haven&#8217;t received the highest standard of care, we encourage you to tell us. You can contact us by:<\/p>\n<ul>\n<li>Phone: <a href=\"tel:+61425558292\" style=\"color:#167571;font-weight:700\">0425 558 292<\/a><\/li>\n<li>Email: <a href=\"mailto:mortgagebroking@ausena.com.au\" style=\"color:#167571;font-weight:700\">mortgagebroking@ausena.com.au<\/a><\/li>\n<\/ul>\n<p>Please give as much detail as possible about your concern.<\/p>\n<h2 style=\"color:#151d2e;font-size:1.4rem;margin:32px 0 10px\">Need an update on your complaint?<\/h2>\n<p>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.<\/p>\n<h2 style=\"color:#151d2e;font-size:1.4rem;margin:32px 0 10px\">How we resolve complaints<\/h2>\n<p>We&#8217;ll try to resolve your complaint straight away. If we can&#8217;t, we&#8217;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&#8217;ll contact you before then to explain why and when you can expect our response.<\/p>\n<h2 style=\"color:#151d2e;font-size:1.4rem;margin:32px 0 10px\">Taking it further<\/h2>\n<p>If you&#8217;re not satisfied with our response, or we haven&#8217;t responded within 30 days, you can contact the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution service:<\/p>\n<ul>\n<li>Website: <a href=\"https:\/\/www.afca.org.au\" style=\"color:#167571;font-weight:700\">www.afca.org.au<\/a><\/li>\n<li>Email: <a href=\"mailto:info@afca.org.au\" style=\"color:#167571;font-weight:700\">info@afca.org.au<\/a><\/li>\n<li>Phone: 1800 931 678 (free call)<\/li>\n<li>Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>How to give feedback or make a complaint to Ausena Mortgage Broking, and how to contact AFCA.<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":12,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-32","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/ausena.com.au\/mortgage-broking\/wp-json\/wp\/v2\/pages\/32","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ausena.com.au\/mortgage-broking\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ausena.com.au\/mortgage-broking\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ausena.com.au\/mortgage-broking\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ausena.com.au\/mortgage-broking\/wp-json\/wp\/v2\/comments?post=32"}],"version-history":[{"count":0,"href":"https:\/\/ausena.com.au\/mortgage-broking\/wp-json\/wp\/v2\/pages\/32\/revisions"}],"wp:attachment":[{"href":"https:\/\/ausena.com.au\/mortgage-broking\/wp-json\/wp\/v2\/media?parent=32"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}