Tell Us About Your Experience

We would appreciate your feedback on your experience and welcome any ideas you may have on how we could make it better in future.

Once again, Thank you for choosing us to be your loan expert!

Compliments and concerns

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.

    Compliments

    Our Mortgage Broker are always delighted to know that they have succeeded in making your experience a pleasant and successful one.

    If you have been provided with an exceptional service in any way, please let us know using the details above.

    Concerns

    If, for any reason, you do not feel that you have received the highest standard of care from us, we encourage you to share this with us. We have developed a process that 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 mail or email, please make sure you provide as much detail as possible about your complaint.

    We hold the information we collect from you and take reasonable steps to protect your personal information by storing it in a secure environment.  We may store your personal information in paper and electronic form. We will also take reasonable steps to protect any personal information from misuse, loss and unauthorised access, modification or disclosure.

    We ensure that your information submitted to our site is secured in light of current technologies, unfortunately no data transmission over the Internet can be guaranteed to be totally secure. However, we will endeavour to take all reasonable steps to protect the personal information you may transmit to us or from our online products and services. Once we do receive your transmission, we will also make our best efforts to ensure its security on our systems.

    Need an Update on your complaint

    If you have lodged a complaint with us, you can contact us at 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.

    Resolution

    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 5 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.

    If you wish to access or correct your personal information please contact Pujan Shah at pujan@spmortgages.com.au or call 0433 180 646.

    We do not charge for receiving a request for access to personal information or for complying with a correction request. We do not charge for providing access to personal information.