mortgage

This document is Complaints Handling Policy and Procedures.

It is part of the supporting resources for Assessment Task 2 of FNSFMB512.

Morgan Mortgages

Complaints Handling Policy and Procedures

Morgan Mortgages is a Trading / Business name of Foundation Stone Business Services Pty Ltd. ABN 98 089 321 001 Credit Representative Number 4997776

Mainland Mortgage Brokers Pty Ltd

ABN 88 99 874 333 Australian Credit Licence 399999

Morgan Mortgages uses Mainland Mortgage Brokers as an Aggregator in order to submit loans applications on behalf of customers to various lenders and to conduct business as a Finance and Mortgage Broker. Morgan Mortgages acts as a Credit Representative under Mainland Mortgage Brokers Australian Credit Licence.

Morgan Mortgages and Mainland Mortgage Brokers are committed to the efficient resolution of complaints received in relation to the services that are provided by authorised representatives and staff.

We have adopted the AS ISO 10002-2006 definition of a complaint as “an expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected”.

Morgan Mortgages and Mainland Mortgage Brokers value our customers and treat all complaints seriously. Complaints should be initially raised with the Managing Director of Morgan Mortgages by telephone, email or letter:

Phone: 0444 777 111

Email: bill@ aitkenhomeloans.com.au

Letter: PO Box 917, Gisborne, Victoria. 3437

Complaints which are not dealt with to your satisfaction by the end of the next business day following receipt will be immediately escalated to Mainland Mortgage Brokers (MMB), who will follow their Internal Complaints Handling Policy. The MMB Director of Operations has the responsibility to address any complaints made to the organisation and to ensure they are dealt with in the correct manner. Customers are at liberty to approach Mainland Mortgage Brokers directly in the unlikely event that at any stage they feel that their complaint has not or will not receive due attention by Morgan Mortgages.

Morgan Mortgages is a member of:

Finance Brokers Association of Australia M-333999 and

Credit and Investments Ombudsman M-0335544

Resolving complaints

We are committed to providing our clients with the highest standard of products and services available. If you're unhappy with our products or our service, we would like you to tell us about it and let us know how you think we can fix it.

Where and how to complain

You can complain:

By phone

You can contact us directly or, if you prefer, ask to speak to the Complaints Officer on: 0444 777 111.

In writing

You can write to us at:

The Complaints Officer

Morgan Mortgages

Level 13

11 Martin Place

SYDNEY NSW 2000

Email: [email protected]

In person

You can raise your complaint with us in person through our staff in one of our branches.

How we deal with complaints

We take complaints seriously; they give us important information about how we can better serve our clients.

We have dedicated Complaints Teams who are responsible for reviewing complaints to ensure they are dealt with appropriately.

If we can't resolve your complaint on the spot, we will acknowledge it and try to resolve it as quickly as we can. In some cases where there are complicated facts or circumstances, or where we need to deal with third parties, it might take several weeks to investigate your complaint and address your concerns.

Other options

If you're not satisfied with the outcome we propose, or if you believe you have not received a fair hearing, let us know and, if we think it's appropriate, we'll undertake a further review of your concerns.

In some cases, if you're still dissatisfied with the outcome, you may be able to take advantage of one of the free and independent external dispute resolution schemes we subscribe to. We will tell you when this option is available.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is a free and independent dispute resolution service that can consider complaints about most of our Australian businesses, including all of our entities that hold an Australian Financial Services Licence.

For further information and contact details, please go to the website www.fos.org.au

Credit and Investments Ombudsman (CIO)

The Credit and Investments Ombudsman (CIO) is a free and independent dispute resolution service that can consider complaints about most of our Australian businesses, including all of our entities that hold an Australian Credit Licence.

For further information and contact details, please go to the website http://www.cio.org.au

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Version : 2.0	Last Updated : 30 Jul 2021	Next Update: 31 Jul 2022	Page 1 of 1