Complaints and feedback

We're here to help and we want to hear from you - especially if we've made a mistake or you've had a less than amazing experience.


We welcome your feedback

We hope that you are delighted with our services. However, if you have any complaints, you can raise these directly with the representative with whom you are dealing.

If you are not satisfied with the response that you receive, you may contact our Credit Services and Standards team, by

  • calling 13 77 62
  • emailing customerservice@mortgagechoice.com.au or
  • writing to PO Box 457 North Sydney NSW 2059.

When we receive a complaint, we attempt to resolve it as quickly as possible, subject to a full investigation of all the circumstances involved.

Australian Financial Complaints Authority

If we are unable to resolve your problem or you are not satisfied with the outcome of your complaint, you may refer the matter to the Australian Financial Complaints Authority (AFCA) subject to its terms of reference. It provides a free and independent resolution service for consumers who have disputes falling within its terms and its contact details are:

  • Australian Financial Complaints Authority:
  • Online: www.afca.org.au
  • Email: info@afca.org.au
  • Phone: 1800 931 678
  • Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

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