Mortgage Brokers
We hope you are delighted with our services. If you have a complaint, we welcome the opportunity to discuss your concerns. Our internal dispute resolution process ensures that your complaint will be managed promptly, fairly and with integrity. You can make a complaint verbally or in writing by using any of the following:
​Email: feedback@gilesfinancial.com.au
Phone: +61 405 424 117
If you require accessibility assistance, including language and translations, please use the details above so we can help. We will acknowledge receipt of your complaint within one business day (or as soon as reasonably possible) and aim to provide a resolution within 30 calendar days.
Complaints Involving Third Parties​
If your concern relates to a product or service provided by a third party—such as a lender or financial institution—we may refer you to them directly. In such cases, the third party will address your complaint under their own complaints handling procedures.
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Should you remain unsatisfied with the outcome from the third party, you may escalate the matter to their External Dispute Resolution (EDR) scheme. Further information about their complaints process and the appropriate EDR body will be available through the third party.
External Dispute Resolution Scheme
If we do not reach an agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Telephone: 1800 931 678 (free call)
Email: info@afca.org.au
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
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External dispute resolution is a free service. You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further.