Complaints & Dispute Resolution

We're committed to providing you with the best possible service. If at any time we haven't met our obligations, or you have a complaint about our service, please let us know so we can work towards a resolution. We'll deal with your complaint promptly, thoroughly and fairly.

Our Internal Dispute Resolution (IDR) scheme

In the first instance, please contact Steph Pledger. We'll acknowledge receipt of your complaint within 1 business day. If we're unable to resolve it to your satisfaction within 5 business days, we'll escalate it to the Complaints Officer.

You can also contact the Complaints Officer directly:

• Complaints Officer: Mark Norman
• Address: 325 Churchill Ave, Subiaco WA 6008, Australia
• Phone: 08 9286 6888
• Email: compliance@spfgroup.com.au

Within 30 calendar days from the date you lodged the complaint, we'll write to you advising the outcome of the investigation and the reasons for our decision — or, if required, let you know if more time is needed.

Our External Dispute Resolution (EDR) scheme

If you don't think we've resolved your complaint to your satisfaction, or you haven't heard from us within 30 calendar days, you may refer the matter to our EDR scheme, the Australian Financial Complaints Authority (AFCA). You may refer the matter to AFCA at any time, but if our IDR process is still in progress they may ask that it be completed first. This EDR process is available to you at no cost:

• Australian Financial Complaints Authority (AFCA)
• Email: info@afca.org.au
• Phone: 1800 931 678
• Address: GPO Box 3, Melbourne VIC 3001, Australia

Licensee AFCA details: Mortgage Specialist Pty Ltd — AFCA Member Number 42176.