Our
Internal Dispute Resolution scheme
We always strive to provide the best possible service and
provide you with the finance that suits your needs. However, we appreciate that
from time to time, applicants may not be satisfied with the process or the
solution. If this occurs, and you have a complaint about the service we
provide, we have a resolution process in place to address your concerns. You
can lodge your complaint through a number of channels.
You may do this verbally or in writing. If you choose to
lodge the complaint by email or mail, please make sure you include as much
information as you can. You should explain the details of your complaint as
clearly as you can.
Step 1: Please contact Helen Goldsmith in the first instance
as many disputes can be resolved relatively quickly. Your mortgage broker will
have 5 days in which to try and resolve the dispute.
Step 2: If you are not satisfied with the outcome or in
which the way your complaint has been handled, then you can escalate the
complaint to the Internal Complaints Officer who will endeavour to resolve your
complaint:
Complaints Officer: Helen Goldsmith
Link Mortgages
A 238 Ninth Avenue, Inglewood WA 6052 Australia
T 0418 909 611
In some instances, your broker may also be fulfilling the
role of the Complaints Officer. This will not affect the capacity to have your
complaint dealt with appropriately.
Once the dispute is escalated, we will provide you with a
written response in a maximum time of 45 days, however, we hope to resolve all
issues in a shorter time frame.
Our
External Dispute Resolution (EDR) scheme
If you are still not satisfied with the outcome of your
complaint, then you have the further option of referring the matter to an
external dispute resolution scheme. We are a member of the following EDR
scheme(s). The EDR scheme can be contacted using the details below.
Our AFCA member reference is 44448.
Australian Financial Complaints Authority (AFCA)
GPO Box 3 MELBOURNE VIC 3001
T 1800 931 678