Feedback and Complaints
Last updated: 03/10/2025
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.
Quick Summary
- You can share feedback or complaints at any time.
- Most issues are resolved quickly by speaking with your broker or client partner.
- If needed, you can lodge a formal complaint by email or calling Noni on 02 6188 4555.
- We’ll acknowledge your complaint within 1 business day and aim to resolve it within 30 days.
- If you’re unhappy with the outcome, you can contact AFCA for independent help.
Our Process
Please raise your concern with your broker or client partner. Most issues can be resolved quickly and informally.
If the matter isn’t resolved, you can lodge a formal complaint by emailing noni@morethanmortgages.com.au or calling 02 6188 4555. Please include as much detail as possible so we can investigate properly.
- We will acknowledge your complaint within one business day.
- We will investigate your complaint and provide a written response within 30 calendar days.
If you’re not happy with our response, you can contact the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme:
- Phone: 1800 931 678
- Website: afca.org.au
- Email: info@afca.org.au
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.