Your feedback helps us improve our services
We hope you are delighted with our services, but if you have a complaint please let us know so we can work towards resolving it promptly and fairly.
There is no charge for making a complaint to us.
You can make a complaint verbally or in writing by contacting your broker, or us using any of the following:
Email: mortgage@credq.com.au
Phone: 0470 388 310
Monday to Friday 9am to 5pm (AEST)
You can access our policy here.
If you require accessibility assistance (including language and translations) please use the details above so we can help.
If we do not reach an agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA).
You can contact AFCA using any of the following:
Online: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678
Mail: GPO Box 3, Melbourne Vic 3001
External dispute resolution is a service established to provide you with a formal mechanism to resolve specific complaints. You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further.
You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.