Feedback

Tell us about it

As a valued client or prospective client, your thoughts and opinions are important to us.  So whether you’re keen to give someone a pat on the back or let us know where you think we have dropped the ball – we want hear about it.

To share your experience, comments, or helpful suggestions you can also phone, email or write to us. See below for more details.

Want to give someone a pat on the back?

We know that we’ve got some pretty special people working for Mortgage Achievers.  But it’s always nice when someone else recognises the efforts of our staff.

So, if you’ve had a great experience let us know, we’ll be sure to pass it on.  Even better, why not tell your family, friends or colleagues of your experience with Mortgage Achievers!  We’re always keen to welcome new clients and a referral is the best type of compliment we can receive.

Making a complaint

Let’s talk about it

The simplest way of solving a problem is to talk to someone about it.  If you are unhappy about something to do with a product or service, we’d like to hear from you. 

Our people are trained to deal with all types of problems courteously and efficiently - so don’t hesitate to speak to our people if something is troubling you.  We’d like to know about anything that affects the relationship you have with us.

Who do you complain to?

Frequently, complaints are cases of misunderstanding or confusion that can be promptly sorted out to everybody’s satisfaction after discussion and clarification.  The first place you should take any complaint is to a member of staff.  If possible the problem will be resolved immediately.  However, if the staff member is unable to assist you, the complaint will immediately be referred to our Complaints Handling Officer.

The Complaint process – Taking things further / Escalating a complaint

In the event that we are unable to resolve your complaint immediately, we will provide you with information regarding our complaint process and advise you the course of action that will be taken to promptly address your concerns.

To ring and tell us about your complaint

Simply call our Complaints Handling Officer on 1300 851 103.

To write to us about your complaint

Complete our Complaint Form and send it to our Complaints Handling Officer at:

Mortgage Achievers Pty Ltd
Level 8
124 Exhibition Street
Melbourne Vic 3000

or email - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

or fax – 1300 556 567

Further options

If you are not satisfied with the final outcome of the dispute, you may pursue the matter further by contacting the Financial Ombudsman Service on 1300 780 808 or by visiting their website http://www.fos.org.au/centric/home_page/resolving_disputes/how_to_lodge_a_dispute.jsp.

Our Membership Number is M00155519.

A brochure explaining the arbitration scheme is available here, our Melbourne Head Office or may be requested by telephone.

The arbitration scheme is an external and impartial procedure for resolving disputes between mortgage brokers and their clients or potential clients.  The arbitration scheme is free of charge to you.

Otherwise, you may wish to pursue the dispute by other means.

Things you should know about our internal dispute resolution process:

• You are not obliged to pursue a dispute with us using our internal dispute resolution process (however, the Financial Ombudsman Service requires that you have attempted to resolve the complaint with us before referring the matter to them).
• If you choose not to use our dispute resolution program, you may commence legal proceedings against us at any time.
• Our offer to participate in an internal dispute resolution program does not waive any rights we may have under the law or under any contract between you and us. An example of such a contract may be a Quote for providing Credit Assistance.
• This notification is not a contract between you and us and is not enforceable against us.