Level 35, 101 Miller Street North Sydney
PO Box 1962, North Sydney, NSW 2059
02 8116 1099
[email protected]
Mon-Fri 09:00 AM – 12:15 PM; 12:45 PM – 05:00 PM
At Mortgage Street we believe that it is essential for our customers to be able to provide feedback and be given the opportunity to voice any concerns in order for us to respond appropriately to any complaints or disputes.
We also value your feedback on what we do well and as such also seek compliments when they are due.
We are subject to the requirement to have in place an Internal Dispute Resolution (IDR) procedure.
Please email your feedback to [email protected]
You can lodge compliments or complaints by contacting our Customer care team:
Telephone – 02 8059 6500
e-mail – [email protected]
Post – PO Box 1962 North Sydney 2059
In the event that your experience is anything less than exceptional and you require assistance in resolving a matter, we invite you to meet directly with Broker relations team to ensure a prompt and favourable outcome. We encourage a face to face meeting, over coffee, to provide you a personalised service with key decision-makers within the organisation.
Alternatively, you may send written details of your matter and we will contact upon delivery of the letter to confirm we have received it and to provide a timeframe to have the matter resolved.
In all cases, we will keep you updated throughout the process and work with you to resolve the matter in a timely fashion.
If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme.
Our external dispute resolution provider is The Australian Financial Complaints Authority (AFCA) Phone 1800 931 678, www.afca.org.au
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.
