Internal Dispute Resolution & Complaints Handling

Miss Mortgage & Associates is committed to providing our clients with the best possible service.

What if I have a complaint?

We have developed internal dispute resolution procedures to assist you to resolve a complaint or dispute about our services. Our internal dispute resolution procedures are free of charge. Miss Mortgage & Associates is also a member of an independent approved external dispute resolution scheme called AFCA - Australian Financial Complaints Authority.

How to make a complaint?

In the first instance, please contact Hilary Holliday to submit your complaint. We would like to be the first to know if you are not happy with our services. You can contact us verbally or in writing. Hilary Holliday may request you provide certain documents and other information to fully understand your complaint and the remedy you are seeking.

What happens next?

We will confirm receipt of your complaint within 2 days and endeavour to resolve your complaint within 7 days. If your complaint is complex, we will endeavour to resolve it within 21 days. If resolution of your complaint is not likely within these timeframes, we will keep you informed at regular intervals about the progress of our investigations and response. If your complaint is not satisfactorily resolved by Miss Mortgage & Associates within a reasonable time, you can escalate your complaint to our finance aggregator, FAST on 1300 135 777. If appropriate, we may refer the complaint to FAST for independent consideration or input.

What if I am still not satisfied?

If you are still not satisfied with the outcome of your complaint, you have the option at any time to contact the AFCA service on 1800 931 678 or email info@afca.org.au