1300 861 143 Get Your Free Consultation LENDING SERVICES About Calculators INSURANCE FAQ Blogs FINANCIAL ADVICE Client Resources Contact Us Heart Mortgage Services Complaints Process Heart Mortgage Services' reputation is built on matching the appropriate product(s) to the individual’s requirements. We go to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from time to time, where clients may be dissatisfied with the outcomes of our consultation process. If you have a complaint about the service that we provide, the following steps or avenues for resolution are available to you. Step 1 Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact us in the first instance and tell us about your concerns. Step 2 Heart Mortgage Services prides our reputation and want to ensure that all concerns and complaints are fully documented, investigated and resolved in a timely manner. So, if the issue is not satisfactorily resolved within 5 working day by talking with us, we will apply our internal complaints process to manage your complaint appropriately. In this instance, the complaint may be internally escalated to our Complaints Officer. You may also contact the Complaints Officer directly. Complaints Officer Heart Mortgage Services Phone: 1300 861 143 Email: clientservices@heart1stop.com Address: Level 1, Sturt St, Townsville, Qld, 4810 By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum timeframe in which to provide a response to you is 30 days, although, in pursuit of best practice and the reputation of our organisation, we aim to resolve these issues in a much shorter time frame. Step 3 Although we try hard to resolve a client’s concern in the most considerate and direct manner, sometimes it may need to be referred to a dispute resolution scheme, which is external to our organisation. Therefore, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute. This external dispute resolution process is available to you, at no cost. The EDR scheme is listed below. This indicates that the Credit Representative and their authorising Licensee are both required to be members (independently) of an ASIC approved EDR scheme. Where a Credit Representatives EDR is displayed, please contact that EDR scheme in the first instance for complaint escalation. EDR (Licensee) Name: Australian Financial Complaints Authority (AFCA) Phone: 1800 931 678 Email: info@afca.org.au Online: www.afca.org.au Address: GPO Box 3, Melbourne VIC 300 Heart Financial Advisers Complaints Process This policy explains how you can make a complaint, our measures for handling your complaint, and the steps you can take if you are not satisfied with our response to your complaint or the time that it takes for us to respond. Read Sentry Group Complaints Policy here Heart Financial Advisers offers services in: Heart Townsville & Rockhampton Wealth Creation Superannuation Wealth Protection Debt Strategies Estate Planning Retirement Redundancy Direct Property Strategies Insurance About Blog Free Consultation Education Calculators Contact Us 1300 861 143 Level 1, 25 Sturt Street, Townsville, Qld, 4810 Heart Financial Advisers Heart Mortgage Services Privacy Policy Financial Services Guide Credit Guide. Complaints Process Stu Varidel and Your Choice Financial Planning Pty Ltd ABN 80124246877 trading as Heart Financial Advisers are authorised representatives of Sentry Financial Services Pty Ltd ABN 30 113 531 034 & AFSL 286786 (Provides financial advice services subject to the Australian Financial Services Licence 286786) Amanda Varidel and Your Choice Mortgage Brokers Pty Ltd atf Halo Innovation Trust trading as Heart Mortgage Services - Australian Credit Licence 386437 (Provides credit & lending services under their credit licence 386437) Sentry Financial Services Pty Ltd does not provide credit services. Please contact us on 1300 861 143 if you are unsure of whether you are dealing with Heart Financial Services or Heart Mortgage Services. Disclaimer The information contained or referred to on this website has been compiled for the convenience of our clients, looking for information about us and the services we provide both financial advice and credit services. We have taken all reasonable care in preparing and presenting this information, but we cannot warrant that it is complete and/or accurate in all respects or fully up to date. We are not responsible for any eventualities arising from the use of the information in this website for any purpose whatsoever. General Advice Warning The information provided on this website has been provided as general advice only. We have not considered your financial circumstances, needs or objectives and you should seek the assistance of your Adviser before you make any decision regarding any products mentioned in this communication. Whilst all care has been taken in the preparation of this material, no warranty is given in respect of the information provided and accordingly neither Heart Financial Advisers and Heart Mortgage Services nor its related entities, employees or agents shall be liable on any ground whatsoever with respect to decisions or actions taken as a result of you acting upon such information.