At Mortgage Direct, we value our customers and should you have a complaint our promise to you is to treat you with respect, be friendly, fair and responsive.
There are a number of ways you can contact us if you wish to make a complaint:
By writing to:
The Complaints Officer
Mortgage Direct Pty Limited
Level 33, MLC Centre, 19-21 Martin Place
Sydney NSW 2000
or by calling: 1300 360 999
or by facsimile on: 02 9302 0599
Mortgage Direct is a member of the Mortgage Finance Association of Australia (MFAA) and we have adopted its Internal Dispute Resolution Procedures.
Mortgage Direct is a Credit Licensee and as such undertakes to comply with service levels as outlined in the National Consumer Credit Protection legislation. We will make every effort to investigate your complaint in a timely manner, and to advise you of the outcome in writing as soon as possible.
For disputes involving Default Notices we will respond within 21 days of your complaint being lodged with us.
For all other disputes (excluding hardship applications, postponement of enforcement action or default notices) we will respond within 45 days.
We will respond in writing to you with the outcome and also provide contact details for the Australian Financial Complaints Authority, a free external resolution scheme, who can review your complaint if you are not satisfied with our decision.
If you consider your complaint has not been satisfactorily resolved, you can then refer it to the Australian Financial Complaints Authority, who can be contacted at:
Telephone 1800 938 678 or online at www.afca.org.au