Complaints Handling Procedure

Our Commitment

At Mortgage Medics, we are committed to providing a professional, transparent and responsive referral service. We value feedback from our customers and use it to improve our services.

If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can investigate and work towards a fair resolution.

What This Procedure Covers

This Complaints Handling Procedure applies to complaints relating to:

the Mortgage Medics website;
our referral process;
customer service provided by Mortgage Medics;
how your enquiry was managed by Mortgage Medics;
privacy concerns relating to Mortgage Medics.

Mortgage Medics operates as a referral platform only. We do not provide mortgage broking, credit assistance or financial advice.

Complaints regarding lending advice, loan recommendations, broker conduct or financial services provided by an independent mortgage broker should be directed to that broker in the first instance.

How to Lodge a Complaint

You can submit a complaint by:

Email: admin@mortgagemedics.com.au

Phone: 0493 111 486

Website: mortgagemedics.com.au

When making a complaint, please include:

your full name;
your contact details;
the date of your enquiry;
a description of your complaint;
any supporting documents or correspondence; and
the outcome you are seeking.

Our Complaint Process

Step 1 – Acknowledgement

We aim to acknowledge receipt of your complaint within two (2) business days.

Step 2 – Investigation

We will review the information provided and, where necessary, seek additional information from you or relevant parties.

We will investigate your complaint fairly, impartially and confidentially.

Step 3 – Response

We aim to provide a written response within 10 business days.

If additional time is required due to the complexity of the matter, we will keep you informed of our progress and provide an expected timeframe for resolution.

Complaints About Independent Mortgage Brokers

Mortgage Medics refers enquiries to independent mortgage brokers who operate their own businesses and are responsible for the advice and services they provide.

If your complaint relates to:

lending advice;
loan recommendations;
loan applications;
broker conduct;
fees charged by a broker; or
any financial service provided by a broker,

you should first contact the broker directly using their internal complaints process.

If you are unable to resolve the matter with the broker, they may advise you of the external dispute resolution scheme available to them, such as the Australian Financial Complaints Authority (AFCA), where applicable.

Mortgage Medics may assist by providing the broker’s contact details if required, but cannot investigate or determine complaints relating to services provided independently by that broker.

Privacy Complaints

If your complaint relates to the handling of your personal information by Mortgage Medics, we will investigate the matter in accordance with our Privacy Policy and applicable privacy legislation.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

Continuous Improvement

We record and review complaints to help improve our referral service, website functionality and customer experience.

Feedback is welcomed and helps us maintain high standards of service.

Contact Us

Mortgage Medics