At Blended Home Loans, we always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services. We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one. If one of our representatives has provided you with exceptional service in any way, please contact us (see below), so that we can further encourage them via this feedback process.
If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us (see below). We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly. If you choose to contact us by post or e-mail, please make sure you provide as much detail as possible.
You can contact us by any of the following methods:
If you have lodged a complaint with us, you can contact us any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.
We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within five days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days we will write to you to explain why and to let you know when we expect to have completed our investigation. When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.
We hope that you will be satisfied with how we deal with your complaint. However, if your complaint remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party, the Australian Financial Complaints Authority Limited (AFCA). You can contact AFCA at:
Should you be unsatisfied in the manner in which we have handled your personal information, please contact us (per details listed above). We will take all necessary steps to investigate and address your concerns. If the issue is not resolved to your satisfaction you should contact the Office of the Australian Information Commissioner at:
You can learn more about the Privacy Act and your rights at privacy.gov.au
