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Internal Dispute Resolution Process

At AAA Mortgage Solutions we aim to provide the very best service for our customers every time, therefore in the event that you are unhappy regarding any part of our service, please contact the mortgage broker involved and tell them about your concerns. Most complaints arise from miscommunication and can be quickly resolved, however if this doesn’t happen within 5 working days your concerns will be escalated to our Complaints Officer. The Complaints Officer is a senior personnel in our organisation that has the necessary experience and authority to handle your complaint and make relevant decisions on outcomes. You can contact the Complaints Officer: Post: Suite 5 32-36 Metro Parade, Mawson Lakes SA 5095, Phone: (08) 8182 5555 Fax: (08) 8182 5500 Email: customerservice@aaams.com.au

We will provide a written acknowledgment of receipt of your complaint promptly, unless the complaint is otherwise resolved in the meantime. We will ensure that a substantive response is given to your complaint as soon as possible, but within thirty (30) days of receipt of your complaint. If we cannot respond to your complaint within thirty (30) days, we will inform you of the reasons for the delay and of your right to refer the complaint to the Mortgage Industry Ombudsman Scheme.

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We will give you a written response to your complaint and the reasons for reaching a particular decision, and we will adequately address the issues that are raised. Where practicable, our response will refer to applicable provisions in legislation, Codes, Standards or Procedures. Should you not be satisfied with the outcome of the Internal Dispute Resolution process you also have the option of contacting the Credit Ombudsman Service on: Freecall: 1800 138 422 Phone: 02 9273 8400 Fax: 02 9267 3125 Email: info@creditombudsman.com.au

We will review our Internal Dispute Resolution Procedures every three (3) years to ensure that our complaints systems are operating effectively. This document was reviewed on 14/07/2015

http://www.aaamortgagesolutions.com.au/internal-dispute-resolution-process/

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