At Australian Mortgage Planners Pty Ltd our goal is to constantly strive for 100% client satisfaction.
In the event that you believe we have fallen short of this mark and you are unhappy with any part of our service, we insist you bring the matter to our attention. For mortgage dispute resolution, we have an Internal Dispute Resolution (IDR) process in place to look at the issue(s) with which you are dissatisfied. In conjunction with this scheme, Australian Mortgage Planners is a member of an External Dispute Resolution (EDR) service, Australian Financial Complaints Authority Limited (Member number 42608)
First Contact for Mortgage Dispute Resolution or Complaint
Tel: (02) 9688-7888 or 0412 256 714
Stephen, being the managing director, has the authority to deal with whatever has caused you to feel we missed our goal, and negotiate with you to produce a mutually acceptable outcome for our mortgage dispute resolution. Your complaint may be presented to us in writing (letter or email), however I would prefer you call us, or leave a message for us to call you.
In the unlikely event that a client has a complaint, it will be given absolute priority, and a swift mortgage dispute resolution sought to the satisfaction of you, our client.
Australian Mortgage Planners ensures that all staff that interact with customers are aware that Stephen is responsible for IDR. Each staff member is aware of what customer details to record if the Complaints Person is for any reason unavailable (this information will include a minimum of the name, telephone number, and description of your complaint). Australian Mortgage Planners does not charge any fee in respect to a mortgage dispute resolution requested by a customer.
Australian Mortgage Planners aims to provide a written response for a mortgage dispute resolution complaint promptly (within 45 days) unless the complaint is resolved in the meantime. If we are unable to respond to a complaint within forty-five (45) days, we will inform the complainant of the reasons for the delay.
Australian Mortgage Planners will be deemed to have responded to a complaint if we:
- Accept the complaint and, offer redress (if appropriate); or
- Offer redress without accepting the complaint; or
- Reject the complaint.
Australian Mortgage Planners will have a written response to the complainant as to the reason(s) for the complaint being rejected. If appropriate, the response will refer to applicable Legislation, Codes or Procedures.
When considering the appropriate mortgage dispute resolution, Australian Mortgage Planners will take into consideration the extent of loss or damage suffered by the complainant, relevant legal principles, MFAA Code of Practice and the concept of fairness and industry best practice.
Australian Mortgage Planners will store data concerning a complaint in such form and manner as we think fit, but will always be conscious of Privacy Laws.
In order to identify any systematically recurring problems, Australian Mortgage Planners will classify complaints according to the particular provisions of the MFAA Code of Practice alleged to have been breached.
Subject to legal constraints, including constraints as to privacy, we will make available data collected in respect of a complaint to the Australian Securities and Investments Commission, Australian Financial Compliants Authority Limited, the FBAA or MFAA Investigating Officer, or any other Statutory Authority..
Australian Mortgage Planners will regularly review our IDR procedures to ensure that the mortgage dispute resolution system is operating effectively.