Heart Mortgage Services Complaints Process

Heart Mortgage Services' reputation is built on matching the appropriate product(s) to the individual’s requirements. We go to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from time to time, where clients may be dissatisfied with the outcomes of our consultation process. If you have a complaint about the service that we provide, the following steps or avenues for resolution are available to you.

 

Step 1

Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact us in the first instance and tell us about your concerns.

 

Step 2

Heart Mortgage Services prides our reputation and want to ensure that all concerns and complaints are fully documented, investigated and resolved in a timely manner. So, if the issue is not satisfactorily resolved within 1 working day by talking with us, we will apply our internal complaints process to manage your complaint appropriately. In this instance, the complaint may be internally escalated to our Complaints Officer. You may also contact the Complaints Officer directly.

 

Complaints Officer

Heart Mortgage Services

Phone: 1300 861 143

Email: clientservices@heart1stop.com

Address: Level 1, Sturt St, Townsville, Qld, 4810

 

By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum timeframe in which to provide a response to you is 45 days, although, in pursuit of best practice and the reputation of our organisation, we aim to resolve these issues in a much shorter time frame.

 

Step 3

Although we try hard to resolve a client’s concern in the most considerate and direct manner, sometimes it may need to be referred to a dispute resolution scheme, which is external to our organisation. Therefore, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute.

 

This external dispute resolution process is available to you, at no cost. The EDR scheme is listed below. This indicates that the Credit Representative and their authorising Licensee are both required to be members (independently) of an ASIC approved EDR scheme. Where a Credit Representatives EDR is displayed, please contact that EDR scheme in the first instance for complaint escalation.

 

EDR (Licensee)

Name: Australian Financial Complaints Authority (AFCA)

Phone: 1800 931 678

Email: info@afca.org.au

Online: www.afca.org.au

Address: GPO Box 3, Melbourne VIC 300