Complaints Handling

My Property and Finance Pty Ltd: ABN 79 157 783 778

My Property & Finance Pty Ltd is committed to client service and satisfaction.

What if I have a complaint?

My Property & Finance has developed internal dispute resolution procedures to assist you to resolve a complaint or dispute about our services. Our internal dispute resolution procedures are free of charge.

We are also a member of an independent approved external dispute resolution scheme, called Credit & Investments Ombudsman Ltd (CIO). Our member number is M0025945.

How to make a complaint?

In the first instance, please contact Brigid Kelly via email, or mobile 1300 672 633, to submit your complaint. We would like to be the first to know if you are not happy with our services. You can contact us verbally or in writing. Brigid Kelly may request you to provide certain documents and other information to fully understand your complaint and the remedy you are seeking.

My Property & Finance Pty Ltd’s response

We will:

(a) confirm receipt of your complaint within 5 days; and

(b) endeavour to resolve your complaint within 10 days. If your complaint is complex, we will endeavour to resolve it within 21 days.

If resolution of your complaint is not likely within these time-frames, we will keep you informed at regular intervals about the progress of our investigations and response.

If your complaint is not satisfactorily resolved by My Property & Finance within a reasonable period of time, you can escalate your complaint to our finance aggregator, Connective on 1300 656 637.

If appropriate, we may also refer the complaint to Connective for independent consideration or input.

What if I am still not satisfied?

If you are still not satisfied with the outcome, you have the option at any time to contact the Credit & Investments Ombudsman Ltd on 1800 138 422.