Compliments & Concerns

At Modern Home Loans we work to build long-term relationships with the people we look after. Listening to feedback — both compliments and concerns — is how we keep the standard high and continue to improve. There are times you may want to tell us something has gone well, and times you may want to tell us it hasn't. Both matter to us.

Compliments

If we've made a difference for you — a smooth settlement, a tricky lender approval, a clear answer at the right moment — we'd genuinely like to hear about it. Recognition is how we know what's working, and it gives us the encouragement to keep doing it.

The fastest way to share a compliment is through our contact form— select “Compliment” from the enquiry type. You can also leave a Google review, which helps other Bulimba families find us.

Concerns

If you don't feel you've received the standard of care you should have from us, we want to hear about it directly. We've designed a process that aims to be straightforward and fair — for you and for us — and we take every concern seriously.

The most reliable way to lodge a concern is through our contact form— select “Concern” from the enquiry type so it routes through our complaints handling process rather than the general enquiry inbox.

When you lodge a concern, please include as much detail as you can: dates, names of anyone you've spoken to, the nature of the issue, and what you'd like resolved. The more context we have, the faster we can work through it.

Updates on a lodged concern

Once a concern has been lodged, you can request an update at any time through the same contact form — referring back to your original submission so we can pick up where we left off.

How we'll handle it (Resolution)

We will try to deal with your concern on the spot wherever possible. If that isn't possible, we will write to you to acknowledge your concern within 5 business days. We will treat you fairly and work to resolve the matter as quickly as we can. In the rare event we are still investigating after 45 days, we will write to you to explain why and let you know when we expect to have completed our investigation.

Once our investigation is complete, we will write to you with the outcome and the reasons for our decision.

Taking it further

We hope you'll be satisfied with how we deal with your concern. However, if your concerns remain unresolved, or you have not heard from us within 45 days, you can have your complaint heard by an independent party — the Australian Financial Complaints Authority (AFCA).

You can contact AFCA at:

1800 931 678 (free call)
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
www.afca.org.au

Modern Home Loans is a Credit Representative (Credit Representative Number 000366901) of Purple Circle Financial Services Pty Ltd, holder of Australian Credit Licence 486112 and a member of the Australian Financial Complaints Authority (AFCA).