Legal
OUR INTERNAL DISPUTE RESOLUTION (IDR) SCHEME
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. In the first instance, please contact Bianca Dacic. 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.
COMPLAINTS OFFICER
Name: Mark Norman Address: 325 Churchill Ave, Subiaco WA 6008, Australia Phone Number: 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 reason/s for our decision, or if required, we will inform you if more time is needed to complete the investigation.
OUR EXTERNAL DISPUTE RESOLUTION (EDR) SCHEME
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 AFCA at any time, but if our IDR process is still in progress, AFCA may request that our IDR process be complete before considering the matter further.
AUSTRALIAN FINANCIAL COMPLAINTS AUTHORITY (AFCA)
Email: info@afca.org.au Phone Number: 1800 931 678 Address: GPO Box 3, Melbourne VIC 3001, Australia Licensee AFCA details: Mortgage Specialist Pty Ltd AFCA Member Number 42176 You may also refer the matter to AFCA at any time, but if our IDR process is still in progress, AFCA may request that our IDR process be complete before considering the matter further.
WEBSITE DISCLAIMERS
General disclaimer: Credit assistance is subject to lender approval, eligibility criteria, responsible lending obligations, fees, charges and terms and conditions. Information on this website is general in nature and does not consider your personal circumstances. Rates / repayment / savings disclaimer: Interest rates, repayments, borrowing capacity and savings examples are indicative only and may change. Actual loan terms, repayments, fees and savings will depend on your circumstances, lender assessment and the final loan offer.