We value feedback on the products we offer, the service we provide and the staff who provide these products and services as a means of identifying opportunities to improve our service. If clients are not satisfied with any aspect of our products, processes or services, they should contact us.

Propel Mortgage staff will make every effort to resolve the client’s concerns. If our staff are unable to assist, they will refer the client’s concerns to their manager and if he or she cannot resolve them, the client may request that the matter be referred to our Internal Dispute Resolution Officer:

Dispute Resolution Officer:

Russell Woollett - Partner

Suite 6, Stirling House, 36 Cedric St, Stirling, WA, 6021

Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Telephone: 0417 988 956

The role of the Internal Dispute Resolution Officer is to investigate client concerns and to make a final decision with a view of resolving the matter satisfactorily, in accordance with our Internal Dispute Resolution process. Our Internal Dispute Resolution Officer has the authority to make a final decision and will notify the client in writing within 15 business days of being notified of the dispute.

Our Internal Dispute Resolution process is free of charge to all our clients.

If the client does not agree with our Internal Dispute Resolution Officer’s final decision the client can refer the complaint to the Financial Ombudsman Service (FOS). This can be done in writing, by telephone and writing, or by using a complaints form available from FOS.

The FOS dispute resolution service is an important one as it aims to promote consumers’ confidence in dealing with lenders and mortgage brokers and good practice in the credit industry.

To contact the Financial Ombudsman Service:

Telephone:

1300 78 08 08

9am - 5pm Monday to Friday AEST

Write to:

GPO Box 3

Melbourne VIC 3001