Complaints and Dispute Resolution

How to make a complaint

1. 1

   Tell us first

   In the first instance, please contact your broker, James Haywood, or our office using the details below. Let us know what has gone wrong and what outcome you are looking for. We will acknowledge receipt of your complaint within 1 business day.

2. 2

   Internal dispute resolution

   If James Haywood is unable to resolve the complaint to your satisfaction within 5 business days, we will escalate it to the licensee's Complaints Officer. You can also ask for your complaint to be escalated to the Complaints Officer at any time. We may ask for additional information to make sure your complaint is properly investigated.

3. 3

   Our written response

   Within 30 calendar days from the date you lodged the complaint with us, we will write to you advising the outcome of the investigation and the reason(s) for our decision, or, if required, we will let you know that more time is needed to complete the investigation.

4. 4

   External dispute resolution (AFCA)

   If you do not think we have resolved your complaint to your satisfaction, or you have not heard from us within 30 calendar days, you may refer the matter to the Australian Financial Complaints Authority (AFCA). You may also refer the matter to AFCA at any time, but if our internal process is still in progress they may ask that it be completed before considering the matter further. AFCA is free and independent.

Contact us (Step 1)

Approved Property Finance
Attention: James Haywood
2/658 Pittwater Road, Brookvale NSW 2100
Phone: 1300 992 837
Email: complaints@approvedpropertyfinance.com.au

Emailing complaints@approvedpropertyfinance.com.au is the quickest way to reach us. You can also use our contact form; please mark your message “Complaint” so we can prioritise it.

Complaints Officer (Step 2)

Name: Mark Norman
Organisation: Specialist Finance Group
Address: 325 Churchill Avenue, Subiaco WA 6008

If you would like your complaint escalated to the Complaints Officer, let us know at complaints@approvedpropertyfinance.com.au and we will arrange it, or write to the address above. There may be situations where the Complaints Officer is also your broker. This will not have any impact on the capacity to deal with your complaint effectively or appropriately.

External dispute resolution: Australian Financial Complaints Authority (AFCA) (Step 4)

AFCA is an ASIC-approved external dispute resolution (EDR) scheme. Its service is available to you at no cost.

Website: www.afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001
Licensee AFCA member number: 42176

Privacy complaints

If your complaint relates to how we have handled your personal information, please follow the same steps above. If you are not satisfied with our response you may also contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au. See our Privacy Policy for more information.

Repayment difficulties

If you are struggling to meet your loan repayments, talk to us early. Lenders have hardship teams that can consider options such as extending the loan term or temporarily pausing or reducing repayments. Free financial counselling is also available through the National Debt Helpline on 1800 007 007 (ndh.org.au).

Who we are

Approved Property Finance is a registered business name of Waves Financial Pty Ltd. Waves Financial Pty Ltd ABN 81 658 337 814 is authorised under Mortgage Specialists Pty Ltd ACN 050 601 093 Australian Credit Licence 387025.

James Haywood is a credit representative (515616) of Mortgage Specialists Pty Ltd ACN 050 601 093 Australian Credit Licence 387025.