Feedback and Complaints
Last updated: 19/05/2026
We’re here to listen. If you’ve got feedback – good or bad – we want to hear it. Your feedback helps us improve, and if something’s not right, we’ll do our best to fix it quickly and fairly.
Making a complaint is free, and it won’t affect the service you receive from us.
Quick Summary
- You can share feedback or a complaint at any time, at no cost.
- Most issues are resolved quickly by speaking with your broker or client partner.
- If needed, you can lodge a formal complaint by email, phone, or post.
- We’ll acknowledge your complaint within one business day and aim to resolve it within 30 calendar days.
- If you’re not satisfied with the outcome, you can contact the Australian Financial Complaints Authority (AFCA) – a free, independent dispute resolution service.
Our Process
Please raise your concern with your broker or client partner. Most issues can be resolved quickly and informally over a phone call or email.
If the matter isn’t resolved, you can lodge a formal complaint in any of the following ways:
- Email: noni@morethanmortgages.com.au
- Phone: 02 6188 4555 (ask for Noni, our Complaints Officer)
- Post: More Than Mortgages, PO Box [insert], Canberra ACT
To help us investigate, please include:
- Your name and the best way to contact you
- A clear description of what happened, including relevant dates
- The outcome you’re hoping for
- Copies of any documents that support your complaint
If you’d like someone else – a family member, friend, financial counsellor, or solicitor – to lodge a complaint or speak with us on your behalf, just let us know.
- We’ll acknowledge your complaint within one business day.
- We’ll investigate fairly and keep you informed of progress.
- We’ll provide a written response within 30 calendar days. Our response will set out the outcome, the reasons for our decision, and your right to escalate to AFCA if you’re not satisfied.
- If your complaint is complex and we need more time, we’ll write to explain why and when you can expect a final response.
If you’re not happy with our response – or we haven’t responded within 30 days – you can contact the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme. Their service is free to consumers, and their decisions are binding on us.
- Phone: 1800 931 678 (free call)
- Website: org.au
- Email: info@afca.org.au
- Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
You can contact AFCA at any stage, but they’ll usually ask you to give us a chance to resolve the matter through our internal process first.
Privacy Complaints
If your complaint is about how we’ve handled your personal information and you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.
Accessibility and Support
We want everyone to be able to raise concerns easily. If you need help to lodge a complaint, the following free services are available:
- Translating and Interpreting Service (TIS National): 131 450
- National Relay Service (for people who are deaf, hard of hearing, or have a speech impairment): 1300 555 727
- If you have a disability or other circumstance that makes it harder to engage with our process, please let us know – we’ll work with you to make a reasonable adjustment.
Our Commitment
- We will treat your concerns seriously, fairly, and with respect.
- We will keep you informed throughout the process.
- We will use your feedback to improve our services.
- We will not charge you for making a complaint, and we will never disadvantage you for raising one.
- We comply with our obligations as an Australian Credit Licensee, including ASIC’s Internal Dispute Resolution standards and our industry association’s Code of Practice.