Dispute Resolution/ Complaints
If you have a complaint about the service we provide, the following steps or avenues for resolution are available to you.
Start Here – First Avenue available
Most complaints arise from miscommunication and can be resolved quickly.
So, please contact your Home/Commercial Loan Manager first and tell them about your concerns.
Next Step – Second Avenue available
If the issue is not satisfactorily resolved within 5 working days, please contact PFG Mortgage Managers direct.
You can contact us by:
• Calling within Australia/ Existing customers Toll free 1800 177 325
• Visiting our website at: www.pfgmm.com.au
• Or writing to:
The Managing Director,
PFG Mortgage Managers
1/150 Adelaide Terrace,
EAST PERTH WA 6004
• Email email@example.com
We have an internal complaints (Internal Dispute Resolution or IDR) process and hope to assist you to resolve your complaint quickly and fairly.
Next step – Third Avenue available
As a corporate member of the Finance Brokers Association of Australia (FBAA), you have a free dispute resolution service available through that association.
Contact details are:
Finance Brokers Association of Australia
PO Box 272
Albion QLD 4010
Phone: 07 3252 0120
Fax: 07 3252 0140
After above three steps are exhausted – Fourth Avenue available
If you do not have a satisfactory outcome, you may at no cost to you, contact or lodge a complaint with:
Credit Ombudsmen Service Limited
Level 6, 50 Park Street
SYDNEY NSW 2000
Phone: 1300 78 08 08
Fax: 02 9267 3125