There may be times where Sure Finance Pty Ltd does not meet your expectations. In these circumstances we encourage you to let us know. We are committed to learning from your experiences as it will help us to continually improve the mortgage broking service we deliver.
Sure Finance Pty Ltd has a structured approach to resolving complaints. Please follow below three steps to resolve your complaint.
Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact Sure Finance first and express about your concerns.
If the issue is not satisfactorily resolved within 5 working days by talking with Sure Finance, we will apply our internal complaints process to manage your complaint appropriately. In this instance, the complaint will be internally escalated to our Complaints Officer. You may also contact the Complaints Officer directly.
Complaints Officer
Name Complaints Manager
Phone 0894207888
Email complaints@afgonline.com.au
Address 100 Havelock St, West Perth, WA 6005
Note: In some instances your broker may also be fulfilling the role of the Complaints Officer. This will not affect the capacity to have your complaint dealt with appropriately. By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum timeframe in which to provide a written response to you is 45 days, although in pursuit of best practice and the reputation of our organization, we aim to resolve these issues in a much shorter time frame.
Although we try hard to resolve a customer’s concern in the most considerate and direct manner, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute. This is then managed externally and independently.
This external dispute resolution (EDR) process is available to you, at no cost. Two EDR schemes may be listed below. This indicates that the Credit Representative and their authorising Licensee are both required to be members (independently) of an ASIC approved EDR scheme. Where a Credit Representatives EDR is displayed, please contact that EDR scheme in the first instance for complaint escalation.
escalation.
EDR (Licensee)
Name: AFCA
Phone: 1800 931 678
Address: Australian Financial Complaints Authority GPO Box 3
Melbourne VIC 3001
EDR (Credit Representative)
Name: AFCA
Phone: 1800 931 678
Address: Australian Financial Complaints Authority GPO Box 3
Melbourne VIC 3001
Things you should know
We don’t make any promises about the value of any property you finance with us or its future prospects. You should always rely on your own enquiries.
We don’t provide legal or financial advice. It is important you understand your legal obligations under the loan, and the financial consequences. If you have any doubts, you should obtain independent legal and financial advice before you enter any loan contract.
