MONEY SIMPLICITYMortgage & Finance
Legal

Complaints

We hope you're delighted with our service — but if something hasn't gone right, we want to know so we can fix it promptly and fairly.

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Our Commitment to You

Making a complaint to us is free. We take all complaints seriously and will work with you to reach a fair resolution as quickly as possible. You can make a complaint verbally or in writing by contacting your broker directly or using any of the following methods.

📞  Phone: (03) 8691 5559

✉️  Email: enquiry@moneysimplicity.com.au

📮  Post: PO Box 1087 Collingwood VIC 3066

If you require accessibility assistance (including language and translations), please use the details above so we can help.

How We Handle Your Complaint

1

Acknowledgement

We will acknowledge receipt of your complaint within 24 hours of receiving it.

2

Investigation

We will investigate your complaint thoroughly and keep you informed of our progress throughout the process.

3

Resolution

We aim to resolve all complaints within 30 days. We will provide you with a written response outlining our findings and any action we have taken.

Our Complaints Policy

Money Simplicity maintains a formal complaints handling policy to ensure all complaints are dealt with consistently, fairly and efficiently. You can request a copy of our full policy by contacting us using the details above.

External Dispute Resolution

If we do not reach an agreement on your complaint, or you are not satisfied with our response, you may refer your complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA).

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You can contact AFCA using any of the following:

AFCA provides a fair, free and independent dispute resolution service to consumers and small businesses who have been unable to resolve their complaint directly with a financial firm.

Your Rights

Throughout the complaints process you have the right to:

  • Be treated with respect and fairness
  • Have your complaint handled in a timely manner
  • Be kept informed of the progress of your complaint
  • Receive a written response to your complaint
  • Escalate your complaint to AFCA if you are not satisfied with our response
  • Seek independent legal advice at any time