About the information on this website:

Because the finance industry changes continually, the information contained in The Mortgage Bureau web site is to be used AS A GUIDE ONLY. Always contact The Mortgage Bureau for the latest advice regarding topics or products covered in this web site, or any other finance matter.

Club Financial Services Pty Ltd, its subsidiaries, and any other company connected with The Mortgage Bureau who, from time to time, may provide information on this web site, make no claim, whether implied or otherwise, that the information in this web site is suitable for a particular person(s) or that person's circumstances. The information in this web site is provided as a guide only. While every effort is made to ensure accuracy of information, Club Financial Services Pty Ltd and The Mortgage Bureau accepts no responsibility for hardship caused by typographical errors, or omissions in this website.

REMEMBER TO SEEK ADVICE FROM YOUR PROFESSIONAL ADVISOR(S) BEFORE COMMITTING TO A FINANCIAL AGREEMENT.

The Mortgage Bureau is committed to a fair and prompt resolution of any disputes or complaints.

Please let us know any concerns you may have promptly because a conversation on the telephone means that The Mortgage Bureau can learn how to serve you better and continually improve our customer service. Often complaints are misunderstandings that can be resolved during a telephone conversation or two with our complaints contact person, Nicole Tasker on 1300 557 600.

You can also:-

• E-mail the complaints contact person on ntasker@clubfs.com.au
• Fax the complaints contact person on 1300-724-076 (Marked Attention: Nicole Tasker)
• Send the complaints contact person a letter to our postal address - GPO Box 9965 ADELAIDE SA 5001 (Marked Attention: Nicole Tasker)
• Visit the complaints contact person at - Level 1, 240 Currie Street ADELAIDE SA 5000

If you have chosen to e-mail, fax or write to us with a complaint, you will receive an acknowledgement so you will know that we have received your complaint

The complaints contact person will assist you with handling the complaint and will advise if any further information is needed. The complaints contact person will liaise with managers and staff at Club Financial Services to find answers for you and if appropriate determine a fair remedy. You will be informed of the decision and the reasons for that decision.

If you are not satisfied with the result of your complaint you may wish to contact the Credit Ombudsman Service Limited.

Unless there are exceptional circumstances, we will in all instances respond to your complaint within 45 days of receipt of the initial complaint.

If we are unable to resolve the complaint within 45 days we will:-

• inform you of the reasons for the delay;
• specify a date when a decision can be reasonably expected; and
• notify you of your right to contact the Credit Ombudsman Service Limited.

All complaints will be processed at no charge to you.

Please note that if our complaints contact person is unavailable our deputy is Lawrie Moore, he can be contacted the exact same way in the absence of Nicole Tasker.

Credit Ombudsman Service Limited may be contacted as follows:-

Phone: (02) 9273-8400
Fax: (02) 9261-2798
E-mail: info@cosl.com.au
Address: Level 7, 287 Elizabeth Street
SYDNEY NSW 2000
Mail: PO Box A252
SYDNEY NSW 1235
Web: http://www.cosl.com.au

This website is subject to the laws of South Australia. It is a condition of use of, and access to, these web pages that all persons unconditionally submit to the laws of South Australia and courts exercising jurisdiction there.