We hope that you have had a pleasant experience with the service and advice provided by Bernie Lewis and your adviser, however if you have any complaints please contact our Group Services Manager on (08) 8300 8300, email firstname.lastname@example.org or write to us, Complaints Department C/- Group Services Manager, 200 South Road, Mile End SA 5031. Please ensure you explain the situation clearly with as much detail as possible.
We will contact you within 24 hours of receiving 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 Australian Financial Complaints Authority (AFCA).
AFCA 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, AFCA is an alternative service, which is free of charge and approved by ASIC.
You can obtain further information about our internal dispute resolution procedures by clicking the link below.
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