(929) 333 6037 [email protected]

compliments and concerns

Compliments

We are committed to assisting you to find the right finance option based on the information provided by you. We have the essential qualifications, experience, and competency required under the relevant legislation to give you the professional service needed in assessing your financial needs.

You can be confident that we will deal with you in a fair and ethical manner and take the time to listen to your requirements and objectives. Once we have established your goals, we will investigate and assess a range of options from our extensive lender panel. Ultimately, our primary aim is to provide you with finance that explicitly matches your requirements.

PRIVACY DISCLOSURE STATEMENT

In handling your personal information, Mortgage Specialists Pty Ltd ABN 76 605 599 997 T/As Hfinance, Australian Credit Licence 387025, 325 Churchill Ave, Subiaco WA 6008, Australia, 08 9286 6888 and our Authorised Credit Representatives are committed to complying with the Privacy Act 1988 and the Australian Privacy Principles.

How and why we collect your personal information – We collect personal information from you when you apply for or use our products and services. In particular, we collect it so we can provide you with the products and services you require.

Providing Your Personal Information to Other Organisations -In providing products and services to you it may be necessary for us to retain your personal information and provide it to other organisations with which we conduct business. We may exchange the information with the following types of entities, some of which may be located overseas.
 Organisations which provide finance or other products to you or to whom an application has been made.
 Finance consultants, accountants and auditors, conveyancers and legal advisers, insurers, printers, and mailing services.
 Any associates, related entities, contractors and our mortgage aggregator (Specialist Finance Group).
 Any industry body, tribunal, court or otherwise in connection with any complaint regarding our services.
 Any person where we are required by law to do so.
 Your referees, such as your employer, to verify the information you have provided.
 Any person considering acquiring an interest in our business or assets.
 Any organisation providing online verification of your identity.

Your rights – You may gain access to the personal information that we hold about you by
contacting us. You can also contact us to obtain a copy of our privacy policy. The policy contains information about how you can access or seek correction of

Our Internal Dispute Resolution scheme

We always strive to provide the best possible service and provide you with 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 Jeremy Harper 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 endeavor to resolve your complaint:

Step 1: Please contact Jeremy Harper 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 endeavor to resolve your complaint:

Complaints Officer: Mark Norman
Specialist Finance Group
E [email protected]
A 325 Churchill Ave, Subiaco WA 6008, Australia
T 08 9286 6888

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 57628.
Australian Financial Complaints Authority (AFCA)
GPO Box 3 MELBOURNE VIC 3001
T 1800 931 678
E [email protected]