Internal Dispute Resolution

We value your feedback. We aim to deliver the highest possible service standards and are committed to dealing with problems in a professional and prompt manner. It is only by receiving your feedback that we can continue to refine our service to ensure we are meeting the expectations of our clients.

Compliments 

If you have experienced exceptional service or would like to compliment us on their performance please let us know, we would love to hear from you. Simply call us on (08) 9535 2444 or email us at feedback@home-loans-mandurah.com.au.

Complaints

If we have not lived up to your expectations, please voice your concerns. You can make a complaint by calling (08) 9535 2444 or emailing us at feedback@home-loans-mandurah.com.au. Please ensure you include your full name and more than one contact number on all emails.

We will try to resolve your complaint as quickly as possible. Where possible, we will write to you detailing our findings and agreed resolution of your complaint within two working days. If we are unable to resolve the complaint immediately, we will write to you within two working days to:

  • Acknowledge your complaint. 
  • Let you know when you can expect a response. 
  • We will also let you know the name and contact details of the person handling your complaint. 
  • Advise you on your right to seek remedy through an external dispute scheme, if the dispute cannot be resolved internally. 

The Credit Ombudsman Services Limited (COSL) normally only consider cases once you have attempted to resolve the issue with us first. If we are unable to resolve the complaint after 45 days we will write to you again detailing the progress of the complaint and by what date we expect to issue a final response.

Credit Ombudsman Services Limited (COSL)
Case Management Team
Credit Ombudsman Service
PO Box A252
Sydney South NSW 1235
Tel: 1800 138 422
www.cosl.com.au