Feedback & Complaints

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’d like to share compliments with our employees and feedback can also help us improve and strengthen our relationships with our customers and partners. We 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 to discuss your complaint. If we can’t resolve your issue on the spot, we will refer your complaint to our Complaints Team. 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.

Resolution

We will acknowledge receipt of your complaint within 5 days. We will treat your complaint fairly and will try and resolve your complaint as soon as possible. If we have to investigate your complaint further and it takes longer than 45 days, we will write to you and provide an update as to when we expect to complete the investigation.

When we have completed our investigation, we will write to you and let you know the outcome and reasons for our decision.

Resolution Officer Details

Email: complaints@betterchoice.com.au

Phone: 07 5630 3215

External Dispute Resolution

If you are not satisfied with the investigation of your complaint and resolution offered, you can have your complaint reviewed by an independent party. We are a member of the Australian Financial Complaints Authority (AFCA).

Better Choice’s AFCA Membership Number is 43286 and 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