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DISPUTES OR COMPLAINTS
WHAT TO DO IF YOU HAVE A DISPUTE OR COMPLAINT?
We are committed to providing our customers with the best possible service. If at any time we
have not met our obligations – or you have a complaint about any of our services – please inform
us so we can work towards a resolution. We will endeavour to deal with your complaint promptly,
thoroughly and fairly.
HOW TO MAKE A COMPLAINT AND THE COMPLAINTS PROCESS?
If we have a complaint, we request you follow these steps:
1. Contact MC Mortgage Solutions Pty Ltd and lodge your complaint either; call 1300 667
377 or lodge your complaint in writing at info@mcmortgages.com.au
THIRD PARTY PRODUCTS OR SERVICES
If your complaint relates to a product or service acquired through a third party (for example, a
lender) we may ask you to contract the relevant third party. They will deal with your complaint
under their complaints resolution process.
If you are not satisfied with the resolution of your complaint by the third party under their
complaints resolution process, you are entitled to have your dispute considered by their External
Dispute Resolution Scheme. Please contact the third party for further details.
KEEPING YOU INFORMED
We will endeavour to resolve your complaint at point of contact, if this isn’t possible we
will notify you in writing within 7 days.
Universal Credit Guide Template
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STILL NOT SATISFIED?
If you do not think we have resolved your complaint to your satisfaction, you may take the matter
– free of charge – to the relevant External Disputes Resolution Scheme (provided it is within the
scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant
External Disputes Resolution Scheme at any time, but if our internal process is still in progress,
they may request that our internal processes be complete before considering the matter further.
Our external dispute resolution service provider is the Credit and Investments Ombudsman, which
can be contacted via:
• Telephone: 1800 138 422
• Online complaint form: http://www.cio.com.au/Make-a-complaint-intro
• Website: http://www.cio.com.au
• Mail: PO Box A252, Sydney South NSW 1235
• Fax: 02 9273 8440