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
Name Mark Norman
Email [email protected]
Phone Number 08 9286 6888
Address 325 Churchill Ave, Subiaco WA 6008, Australia
There will be situations where the Complaints Officer is also your Broker. This will not have any
impact on the capacity to deal with your complaint effectively or appropriately. We may ask for
additional information to ensure your complaint is properly investigated.
Within 30 calendar days from the date you lodged the complaint with us, we will write to you
advising you 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.
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 an EDR scheme. You may also refer the
matter to an EDR scheme at any time, but if our IDR process in still in progress, they may request
that our IDR processes be complete before considering the matter further.
This EDR process is available to you, at no cost. Two EDR schemes may be listed below. This
indicates that the Licensee and their Credit Representative are both required to be members
(independently) of an ASIC approved EDR scheme. Where a Credit Representative’s EDR is
displayed, please contact that EDR scheme in the first instance for complaint escalation.
EDR (LICENSEE) EDR (CREDIT REPRESENTATIVE)
Name Australian Financial Complaints
Authority (AFCA)
Australian Financial Complaints
Authority (AFCA)
AFCA Member Number 42176 58554
Email [email protected] [email protected]
Phone Number 1800 931 678 1800 931 678
Address GPO Box 3, Melbourne VIC 3001,
Australia
GPO Box 3, Melbourne VIC 3001,
Australia
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