We will contact you within 24 hours of recieving the complaint to update you on the situation and make every reasonable attempt to resolve the situation as soon as possible. We take complaints very seriously and use previous complaints to build future training and procedures.
As a further commitment to the customer experience, Bernie Lewis and each mortgage adviser are corporate members of the Credit Ombudsman Service Limited (COSL).
COSL is a dispute resolution scheme which assists a customer to resolve complaints with their financial services providers. They provide an independent and impartial dispute resolution service as an alternative to legal proceedings for resolving complaints with members.
If we are unable to resolve your complaint, COSL is an alternative service, which is free of change and approved by ASIC.
You can obtain further information about our dispute resolution procedures on request.