Global Power | Local Knowledge | Uniquely Personal

Our company is dedicated to providing the best service products and services possible and as such we welcome your feedback. Please feel free to contact us as outlined below.

Compliments

We love hearing about the amazing customer services provided by our team. To ensure their hard work doesn’t go unrecognised, please let us know by emailing helen@smats.net. We will make sure that the feedback is passed on to the team member, and they are recognised within the business for their efforts.

Suggestions

If you have any suggestions as to how we can improve our products and customer service, please let us know! We are committed to enhancing our processes and are continually striving to provide an industry leading financial service proposition to our clients. To leave a suggestion, please email helen@smats.net.

Dispute Resolution Policy

We continually strive to improve our services so we rely on customer feedback, even when things don’t go as smoothly as they should. And as such, we appreciate the opportunity to resolve any compliant internally, which allows us to address the issue directly and should result in a quicker resolution for you.

How to inform us of a complaint:

Phone: +61 8 9205 6828
Email: helen@smats.net

How we process your complaint:

You will receive immediate acknowledgement of your complaint, and we endeavour to get back to any customers within a 3 working days. Wherever possible, we will contact you directly via phone or email to resolve the complaint on the spot. However, if we require further detail from you regarding the issue then we may need to discuss this with you and take additional time to establish the situation before a resolution is reached. We will aim to find a fair solution to your complaint by considering: The law, industry codes and guidelines, good practice & a fair and sensible resolution for both parties, personally and commercially.

Generally, complaint resolution should take no longer than 30 days. However, if there are any delays in the process, we will be sure to keep you updated with any reasons, along with expected response and outcome times.

If your complaint cannot be resolved internally

In the unlikely event that you are not satisfied with the outcome of your complaint, then you may contact the Australian Financial Complaints Authority to take the matter further.

Australian Financial Complaints Authority (AFCA)

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

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

If you would like any further information regarding this process, please feel free to contact us via phone or email at any time. We look forward to having the opportunity to resolve your complaint.


SMATS Services (Australia) Pty Ltd - ABN 37141112807 trading as Specialist Mortgage
Australian Credit licence 385201 | MFAA Accredited Broker

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