Complaints Policy

At Real Choice Mortgages we are committed to providing the highest standards of client service, and to maintaining our reputation for honesty and integrity.

If, at any time, our service fails to meet expectations, we would like you to inform us.

Real Choice Mortgages has set in place a complaints procedure that is designed to ensure that your concerns are treated seriously and that your complaint is addressed promptly and fairly.

• Internal Dispute Resolution
• External Dispute Resolution
• Mortgage Industry Ombudsman Scheme (MIOS)

Internal Dispute Resolution

You may lodge a complaint with us in writing by post or email, or verbally. You can be confident that our complaint will be dealt with effectively and confidentially.

If you wish draw any matters to our attention, please address them as follows:

Real Choice Mortgages
(Attention: Mr. Peter Mericka)
55 Main Street,
Croydon VIC 3136

or

Fax to: Real Choice Mortgages 9725 3316

We will make every effort to investigate any matter reported to us, and to resolve it to your satisfaction as quickly as possible.

External Dispute Resolution

If you are not satisfied with the way in which we handle your complaint, or if you wish to lodge a complaint with an external dispute resolution body in the first instance, you may refer the matter to:

Mortgage Industry Ombudsman Scheme (MIOS)

The Mortgage Industry Ombudsman Service (MIOS) has been established by Mortgage Industry Ombudsman Services Limited as an External Dispute Resolution Scheme providing consumers with an alternative to legal proceedings for the resolution of disputes with MIOS Members.

MIOS Members are individuals and companies that operate in the Mortgage Industry who agree to be bound by the MIOS Rules and the Code of Practice of the Mortgage Industry Association of Australia MIAA Code of Practice.

Consumers who elect to refer their complaint to MIOS can have their complaint determined by the Mortgage Industry Ombudsman (Ombudsman). The Ombudsman's decision is binding on a Member only if the consumer accepts the Ombudsman's decision.

The Ombudsman can only deal with disputes where the amount of the claim is $100,000 or less.

Mortgage Industry Ombudsmen Service
Level 6, 50 Park St
Sydney NSW 2000
Tel: 1300 78 08 08
Fax: 02 9267 3125
Email: mios@acdcltd.com.au
Website: www.mios.com.au

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