If something has gone wrong, we want to hear about it and put it right. Here is how to raise a complaint and what happens next.
How to make a complaint
You can raise a complaint with us in whichever way suits you:
- Call us on 0495 043 101
- Email us at hello@illuminatehomeloans.com.au
- Write to us at PO Box 737, Broadbeach QLD 4218
Tell us what happened, when, and what outcome you are looking for. If you need help putting your complaint together, let us know and we will help you do that.
What happens next
We will acknowledge your complaint within one business day of receiving it, and do our best to resolve it quickly. We will look into what happened, keep you updated along the way, and give you our response in writing.
In most cases we will provide our final response within 30 calendar days. If we need longer, we will tell you why and keep you informed of our progress.
The licensee's Complaints Officer
Our services are provided under the Australian Credit Licence of Mortgage Specialists Pty Ltd (Specialist Finance Group). You can also raise your complaint with the licensee’s Complaints Officer directly:
- Name: Mark Norman
- Address: 325 Churchill Ave, Subiaco WA 6008, Australia
- Phone: 08 9286 6888
- Email: compliance@spfgroup.com.au
If you are not satisfied
If you are not happy with our response, or we have not resolved your complaint within 30 calendar days, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides an external dispute resolution service that is available to you at no cost.
Contacting AFCA
Australian Financial Complaints Authority
- Website: www.afca.org.au
- Phone: 1800 931 678
- Email: info@afca.org.au
- Post: GPO Box 3, Melbourne VIC 3001
We are a member of AFCA. Our AFCA membership numbers are 91437 (Inicio Enterprises Pty Ltd) and 77853 (Perry Walton).
Questions about this page?
Call us on 0495 043 101 or email hello@illuminatehomeloans.com.au. We’re happy to walk you through it.