Complaints

We are committed to providing you with a high standard of service. If at any time we have not met our obligations, or you have a complaint about the service we provide, please let us know so we can work towards a resolution. We will deal with your complaint promptly, thoroughly and fairly.

Internal Dispute Resolution (IDR)

In the first instance, please contact your Ember Finance Group broker, or our office on hello@emberfinance.com.au.

We will acknowledge your complaint within 1 business day. If we are unable to resolve it to your satisfaction within 5 business days, we will escalate it to our licensee's Complaints Officer. You can also contact the Complaints Officer directly:

Complaints Officer
Mark Norman
325 Churchill Ave, Subiaco WA 6008
Phone: 08 9286 6888
Email: compliance@spfgroup.com.au

Within 30 calendar days of you lodging your complaint, we will write to you with the outcome of our investigation and the reasons for our decision, or let you know if more time is needed to complete it.

External Dispute Resolution (EDR)

If you are not satisfied with how we have resolved your complaint, or you have not heard from us within 30 calendar days, you may refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA's service is available to you at no cost.

You may contact AFCA at any time, but if our internal process is still in progress, AFCA may ask that it be completed before considering your complaint further.

Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001

Our licensee, Mortgage Specialists Pty Ltd, is an AFCA member (AFCA Member Number 42176).