We want to hear from you
If something has gone wrong, please tell Katrina Ebbesen so the concern can be investigated. Email hello@mymortgagereview.au with your name, contact details and a clear description of the issue.
Please include as much detail as you can so the concern can be investigated promptly and fairly. You can ask for an update at any time.
Credit Guide
If it becomes apparent that you are likely to receive credit assistance, the authorised mortgage broker will provide the applicable Credit Guide as soon as practicable. It explains the broker and licensee details, services, potential fees and commissions, and the complaints process.
The applicable guide will be provided privately at the required stage. It is not published or available for download from this website.
Internal dispute resolution
If the concern cannot be resolved to your satisfaction, you can make a complaint directly to Connective Credit Services Pty Ltd, Australian Credit Licence 389328:
- Attention: Compliance and Complaints Handling Officer
- Email: complaints@connective.com.au
- Online: Connective complaints and concerns
- Mail: Level 29, 555 Collins Street, Melbourne VIC 3000
Complaints about credit assistance will be handled under the applicable internal dispute resolution process.
External dispute resolution
If your concern remains unresolved, or you have not received a response within 30 days, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
- Online: Make a complaint to AFCA
- Email: info@afca.org.au
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complaints made to AFCA, so you should act promptly or check the AFCA website for the time limit relevant to your circumstances.
Privacy complaints
Privacy concerns can also be sent to hello@mymortgagereview.au. The Privacy Policy explains access, correction and complaint arrangements.