We are committed to providing you with the best possible service. If at any time we have not met our obligations or you have a complaint about the service that we provide, please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly. If you have a complaint, the following steps are available to you.
In the first instance, please contact your broker.
We will acknowledge receipt of your complaint within 1 business day. If we are unable to resolve the complaint to your satisfaction within 5 business days, we will escalate the complaint to the Complaints Officer.
You can also contact the Complaints Officer directly as detailed below:
Name: Mark Norman
Address: 325 Churchill Ave, Subiaco WA 6008, Australia
Phone: 08 9286 6888
Email: compliance@spfgroup.com.au
Within 30 calendar days from the date you lodged the complaint with us, we will write to you advising the outcome of the investigation and the reasons for our decision, or, if required, we will inform you if more time is needed to complete the investigation.
If you do not think we have resolved your complaint to your satisfaction, or you have not heard from us within 30 calendar days, you may refer the matter to the External Dispute Resolution scheme, the Australian Financial Complaints Authority (AFCA).
You may also refer the matter to an EDR scheme at any time. However, if our IDR process is still in progress, they may request that our internal process be completed before considering the matter further.
Australian Financial Complaints Authority
Email: info@afca.org.au
Phone: 1800 931 678
Address: GPO Box 3, Melbourne VIC 3001, Australia
Website: https://www.afca.org.au
Mortgage Specialist Pty Ltd
AFCA Member Number: 42176
