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Premium Finance Group Australia believes that it is essential for our customers to be able to identify and deal with a broker who has the ability, authority and proper training to hear and respond appropriately to any complaints or disputes.
We are a long term member of the Mortgage & Finance Association of Australia (MFAA) and as such we are also subject to the requirement to have in place an Internal Dispute Resolution procedure.
Any complaint can be made by contacting Murray Mayes, the Complaints Officer by:
or by speaking to any representative of our business who will refer you to the Complaints Officer.
You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.
When we receive a complaint, we will attempt to resolve it promptly.
We will observe the following principles in handling your complaint:
If we do not reach agreement on your complaint, you may refer the complaint to the Approved External Dispute Resolution (EDR) Scheme. The external dispute resolution provider is AFCA.
AFCA’s contact details are as follows:
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.