Dispute Resolution/ Complaints

If you have a complaint about the service we provide, the following steps or avenues for resolution are available to you.

Start Here – First Avenue available
Most complaints arise from miscommunication and can be resolved quickly.
So, please contact your Home/Commercial Loan Manager first and tell them about your concerns.

Next Step – Second Avenue available
If the issue is not satisfactorily resolved within 5 working days, please contact PFG Mortgage Mangers WA direct.

You can contact us by:
•    Calling within Australia/ Existing customers    Toll free 1800 177 325
•    Visiting our website at: www.pfgmm.com.au

•    Or writing to:  Graham Harlow,
The Managing Director,
PFG Mortgage Managers
1/150 Adelaide Terrace,

•    Email: info@pfgmm.com.au

We have an internal complaints (Internal Dispute Resolution or IDR) process and hope to assist you to resolve your complaint quickly and fairly.

Next step – Third Avenue available
As a corporate member of the Finance Brokers Association of Australia (FBAA), you have a free dispute resolution service available through that association.

Contact details are:
Finance Brokers Association of Australia
PO Box 272
Albion QLD 4010

Phone:    07 3252 0120
Fax:        07 3252 0140
Email:    info@financebrokers.com.au

After above three steps are exhausted – Fourth Avenue available
If you do not have a satisfactory outcome, you may at no cost to you, contact or lodge a complaint with:
Credit Ombudsmen Service Limited
Level 6, 50 Park Street

Phone:    1300 78 08 08
Fax:        02 9267 3125
Email:    info@creditombudsman.com.au