Compliments & Concerns

Our commitment to customer service means that we are always working to build strong and lasting relationships with our customers. By listening to your feedback, whether it is a compliment, suggestion or complaint we hope to continually improve our service.
We know there are times where you may wish to compliment a team member on something we have done well, but we also know that on a rare occasion we may not have met your, or our, service expectations.
Compliments
Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.

If one of our representatives has provided you with exceptional service in any way, please let us know email us at [email protected] – we would love to hear from you. We will make sure that the feedback is passed on to the team member, and they are recognised within our team for their efforts.

Complaints
We strive to do everything to ensure our clients have a smooth experience, but we know that sometimes things don’t always go the way they should have.

If you have a complaint, we will do our best to resolve it via our internal dispute resolution process.

Please notify our General Manager:
Mr Paul Bradley
Ph: (08) 9241 1438
Or in writing to:
[email protected]

Any V homeloans team member can also refer your complaint to the General Manger.

To make sure your complaint is resolved as fast as possible, please provide as much detail about yourself and your complaint, including supporting documentation and details of the resolution you are seeking. This will allow us to handle your issue with speed and efficiency to provide an outcome suitable to you.

In the unlikely event that you are not satisfied with the outcome of your complaint, then you may contact the Credit & Investments Ombudsman to take the matter further.

Australian Financial Complaints Authority (AFCA)
Email: [email protected]
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
Mail: Credit & Investments Ombudsman, PO Box A252, South Sydney NSW 1235

As customer service is such an important part of V homeloans, we appreciate the opportunity to resolve any complaint internally. Generally, the Ombudsman will require that you have provided us with an opportunity to resolve the complaint within our internal complaints process. We also hope that allowing us to address the issue directly should result in a quicker resolution for you.
Please email us if you would like more details on our dispute resolution procedures.

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