Internal Dispute Resolution Process
At SecureMy Loans, we strive to provide exceptional mortgage brokering services and ensure a smooth experience for our clients. However, we understand that concerns may arise, and we are committed to resolving them as efficiently as possible. If you have a dispute or complaint regarding our services, we encourage you to follow our Internal Dispute Resolution Process outlined below
Our process consists of three simple steps:
Step 1: Reach Out to Us
If you have a concern, please contact our Dispute Resolution Manager so we can work towards a solution.
- Phone: 1800 112 807
- Email: complaints@securemyloans.com.au
- Mail: 12707/23 Norman Street, Southport QLD 4215
Step 2: Review and Response
We will acknowledge your complaint promptly and investigate it fairly. We will give you our written response — including the outcome, the reasons for it, and your right to take the matter further — within 30 calendar days of receiving your complaint.
If your complaint relates to financial hardship, a default notice, or a request to postpone enforcement proceedings, we will respond within 21 calendar days. If we cannot resolve your complaint within these timeframes, we will write to you explaining why and tell you about your right to take the matter to AFCA.
Step 3: External Resolution Options
If you are not satisfied with our response, or you have not received one within the timeframes above, you can refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme and its service is free of charge to you. AFCA’s determinations are binding on us.
Time limits apply to lodging a complaint with AFCA, so please contact them promptly. If your concern relates to how we have handled your personal information, you may also contact the Office of the Australian Information Commissioner (OAIC).
