First Home Buyers Bible Australia

Complaints

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 we provide, please let us know so we can work towards a resolution. We will deal with your complaint promptly, thoroughly and fairly.

Our internal dispute resolution (IDR) scheme

If you have a complaint, the following steps are available to you. In the first instance, please contact Tate McAllister.

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. You can also contact the Complaints Officer directly, as detailed below.

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 reasons for our decision. If required, we will let you know 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 our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

You may also refer the matter to AFCA at any time. If our IDR process is still in progress, AFCA may ask that it be completed before considering the matter further. This service is available to you at no cost.

Our licensee’s AFCA details: Mortgage Specialists Pty Ltd, AFCA Member Number 42176.