Internal Dispute Resolution Process

We recognise that sometimes things don’t go as planned. It is important to Select Home Loans Pty Ltd that we resolve your concern. If you have a matter that is in dispute or a complaint, you can use our Internal Dispute Process by contacting us as detailed in Step 1.

 

The Internal Dispute Resolution Process is a 3 step process.

 

Step 1:

Contact James Murphy – Dispute Resolution Manager:
By Phone: 0413 122 594
By Email: james@selecthomeloans.net.au
Mail: Po Box 13 Lawnton Qld 4501

Step 2:

We will do our utmost to resolve the matter in a timely fashion. If we cannot resolve the matter promptly due to its complexity, you will be advised in writing.

Step 3:

If you are still not satisfied with the outcome, you can refer your concern to an independent external Dispute Resolution Scheme whose details appear below.

External Dispute Resolution Service
The AFCA (Australian Financial Complaints authority) was established to provide assistance in dispute resolution between clients and members of the financial services industry, which include mortgage managers and providers of financial products. Services are free to consumers.

 

How to contact them:

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call) [1]
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001