Compliments and Complaints

At Sustainable Home Loans, we always work hard to build strong and lasting relationships with our valued customers.  By listening to your feedback, not only can we address any immediate concerns you may have we will also continually improve our products and services.

We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your 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 using the details below, so that we can further encourage them via this feedback process.

You can contact us by whichever of the following means best suits you:

Email: compliance@ybr.com.au

Phone:          1300 730 050

Mail:               Yellow Brick Road Aggregation Pty Ltd, L11, 1 Chifley Square, Sydney NSW 2000, Australia

Concerns

If for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

You can contact us by whichever of the following means best suits you:

Email:           compliance@ybr.com.au

Phone:         1300 730 050

Mail:           Yellow Brick Road Aggregation Pty Ltd, L11, 1 Chifley Square, Sydney NSW 2000, Australia    

If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.

Need an update on your complaint

If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.

Resolution

We will acknowledge your complaint within one business day and try to resolve your complaint within five business days. If we are unable to resolve your complaint within that timeframe, we will complete our investigation into your complaint and will write to let you know the outcome and the reasons for our decision within 30 days.

Taking it further

If you are not satisfied with our response after you have been through our internal complaints process, you can lodge a complaint through our external dispute resolution provider as follows:

Australian Financial Complaints Authority

Email:             info@afca.org.au

Phone:            1800 931 678 (free call)

Mail:                Australian Financial Complaints Authority
GPO Box 3,
Melbourne VIC 3001