Mortgage Guy One person. Start to finish. 0417 465 446

If something's not right

If something isn't right, please tell me first, and as early as you can. Problems are easiest to fix while they're small, and as the person handling your loan, I'm the one who can fix them fastest. If I can't sort it out, the next steps are below. Making a complaint is free at every step.

How to complain

  1. Tell me first

    Call me on 0417 465 446 or email hello@mortgageguy.com.au. I'll deal with it personally and keep you updated until it's sorted.

  2. Contact my licensee

    If I haven't resolved it, contact Astute Financial Management Pty Ltd, which holds the credit licence I work under. Their complaints officer is the General Manager: phone 07 3311 1599 or email customercare@astutefinancial.com.au.

  3. Contact AFCA

    If you're still not satisfied, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. My AFCA membership number is 51300.

    Website
    www.afca.org.au
    Email
    info@afca.org.au
    Phone
    1800 931 678 (free call)

Time limits may apply to complain to AFCA, so act promptly, or check the AFCA website to find out if or when the time limit relevant to your circumstances expires.