If you are unhappy with any part of the service you have received, please tell us. Most concerns can be resolved quickly once we understand what happened.
Step 1: Raise it with Kartik directly
Contact Kartik Patel by phone, email or WhatsApp and explain your concern. Most issues can be sorted out at this stage.
Step 2: Mortgage Australia Group internal dispute resolution
If your concern is not resolved directly, it can be escalated to Mortgage Australia Group Pty Ltd’s internal dispute resolution process. Mortgage Australia Group will acknowledge your complaint, investigate it and provide a response within the timeframe required by law.
Step 3: Australian Financial Complaints Authority (AFCA)
If you are not satisfied with the outcome of internal dispute resolution, or 30 days have passed since you first raised the complaint, you can take your complaint to the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution service.
Website: www.afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
AFCA membership number: 118412