Complaints Procedure

About Us

1. Who We Are

Mortgage & Finance Advisory is a trading name of McNaughton Family Co Pty Ltd ATF McNaughton Family Trust, trading as Mortgage & Finance Advisory.

Our Promise

2. Our Commitment to You

At Mortgage & Finance Advisory, we are committed to providing you with the highest level of service. However, we understand that sometimes things may not go as expected. If you have a complaint, we want to hear about it so we can resolve the issue and improve our services.

We treat all complaints seriously and handle them promptly, fairly, and free of charge.

Definition

3. What is a Complaint?

A complaint is an expression of dissatisfaction about our products, services, staff, or our handling of a complaint, where you expect a resolution. This includes complaints about:

• The quality of our credit assistance services
• Fees and charges
• Our conduct or the conduct of our representatives
• Delays or errors in processing your application
• Privacy or confidentiality concerns
• Any other aspect of our service

Getting Started

4. How to Lodge a Complaint

You can lodge a complaint with us through any of the following methods:

When lodging a complaint, please provide:

• Your name and contact details
• A clear description of your complaint
• Any relevant documentation or reference numbers
• What outcome you are seeking

The Process

5. Our Complaints Process

We follow a structured process to ensure your complaint is handled efficiently:

Timeframes

6. Resolution Timeframes

We aim to resolve complaints as quickly as possible. Our target timeframes are:

• Standard complaints: Within 30 calendar days
• Complex complaints: Up to 45 days if additional information is required (we will notify you)
• Hardship complaints: Within 21 calendar days

If we cannot resolve your complaint within these timeframes, we will explain why and advise you of your options, including escalation to AFCA.

External Resolution

7. Australian Financial Complaints Authority

If you are not satisfied with our response, or if we have not resolved your complaint within the required timeframes, you may escalate your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA provides an independent and free dispute resolution service for consumers.

Our Aggregator

8. Connective Credit Services

You may also contact our aggregator, Connective Credit Services Pty Ltd, regarding complaints:

Protection

9. Professional Indemnity Insurance

We maintain professional indemnity insurance that covers claims made against us in relation to our credit assistance activities. This insurance satisfies the requirements of Section 48 of the National Consumer Credit Protection Regulations.

If AFCA or a court makes an award against us, we have arrangements in place to ensure we can meet our obligations to compensate you.

Confidentiality

10. Privacy

All complaints are handled confidentially. We will only disclose information about your complaint to those who need to know in order to investigate and resolve it. For more information, please refer to our Privacy Policy.

Improvements

11. Your Feedback Matters

We value your feedback, whether positive or negative. If you have suggestions for how we can improve our services, please let us know. Your feedback helps us continually improve the service we provide to all our clients.