Prime Choice Mortgage

0411 456 023

Complaints & Dispute Resolution Process

How can you make a complaint?

If you have a complaint about our service, please tell us. We are always striving to improve the services we offer. We value your feedback.

Our three-step complaints process

When we are acting in our capacity of authorised credit representative of Beagle Finance P/L (Australian Credit License no. 383640) and providing financing services and advice:

  1. 1. Contact us directly at Prime Choice Mortgage to discuss your concerns. We treat your concerns seriously and will try to resolve the issue to your satisfaction. We will try to resolve your issues within three business days unless otherwise agreed with you. However, if you are not satisfied that your issue has been resolved by us,
  2. 2. Please contact the Complaints Resolution Officer of our licensee at Beagle Finance Pty Ltd:

    Compliance and Customer Service Manager
    ph 1800 466 085
    Level 24, 52 Martin Place, Sydney, NSW 2000

    When they receive a complaint, they will write to you to acknowledge your complaint within 5 business days. They attempt to resolve all complaints as quickly as possible. In the unlikely event that they are still investigating your complaint after 45 days, they will write to explain why they are still investigating your complaint and to let you know when they expect to have completed their investigation.

  3. 3. If you are not satisfied with the outcome of your complaint, or you have not heard from us within 45 days, you may refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA can be contacted on 1800 931 678 or online at info@afca.org.au, or by mail to
    Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001
    .

    If your concerns involve ethical conduct you may wish to consider raising your concerns with the Mortgage Finance Association of Australia (MFAA) Ph 1300 554 817.

Compliments

We always welcome compliments on our service, and it helps us to recognise the efforts of our team.

To send us a compliment now, please email queeniewkho@gmail.com.