Better Choice strives to provide excellent service and build strong relationships with our customers, business partners and Introducers.

Your feedback is important to us, whether you want to compliment us, provide constructive feedback or if you have had a less than satisfying experience with Better Choice Home Loans, we’d like to hear from you.

Compliments and Feedback

For compliments or feedback please email scs@betterchoice.com.au. We like to share compliments with our employees and feedback helps us improve our relationships with our customers and partners. We value your opinion and thank you for taking the time to share your experience with us.

How to lodge a complaint

If you have a complaint regarding Better Choice Home Loans, we appreciate the opportunity to investigate the circumstances and take the required steps to achieve resolution of the issues you have raised.

You can always call us on 1300 334 336 (Monday to Friday 9 am to 5pm AEST) to discuss your complaint. If you prefer to put your complaint in writing, please email complaints@betterchoice.com.au or you can post to:

Better Choice Home Loans Complaints
PO Box 845
Surfers Paradise QLD 4217

Please try to provide as much details as possible about your complaint so that we may assists you accurately and efficiently.

Resolution

We will acknowledge receipt of your complaint within 1 business day. We will treat your complaint fairly and will endeavour to resolve your complaint within 5 business days. If further investigation is necessary it may take longer than 30 calendar days (or 21 days for complaints relating to financial hardship or enforcement), we will ensure to inform you of the delay and will provide updates throughout the process.

When we have completed our investigation, we will advise you of the outcome and reasons for our decision.

Complaints contact details

Email: complaints@betterchoice.com.au

Phone: 1300 334 336

Our Better Choice complaints policy

Our Better Choice complaints policy explains;

• how you may lodge a complaint;
• our key steps for dealing with complaints, including acknowledgement, assessment and investigation;
• response timeframes; and
• details about accessing Australian Financial Complaints Authority (AFCA) where you are unhappy with our resolution.

Click here to view our Complaints Policy

External Dispute Resolution

If you are not satisfied with the investigation of your complaint and resolution offered, you can have your complaint reviewed by Australian Financial Complaints Authority (AFCA). You can lodge your complaint through the following options:

Phone: 1800 931 678 (Freecall)

Email: info@afca.org.au

Website: www.afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

Other alternatives

Other options may be available to you.  You may wish to get legal advice from your community legal centre or Legal Aid.

You can also contact ASIC, the regulator, for information on 1300 300 630 or through ASIC’s website at www.asic.gov.au.

If you have a complaint about the way we manage your personal information, you can make a complaint to the Office of the Australian Information Commissioner (OAIC).

Call: 1300 363 992

Email: enquiries@oaic.gov.au