Our Dispute Resolution Procedures

We will try to deal with your complaint within 30 days. If you are unhappy with our services or want more information about our internal dispute resolution procedure, please contact us.

 

Internal Dispute Resolution

Premium Broker Pty Ltd (Complaints Manager)

Telephone              02 9468 9600

Email                      complaints@premiumbroker.com.au

Post                        549 Willoughby Rd Willoughby NSW 2068

Website                  www.premiumbroker.com.au

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External Dispute Resolution

If you are unhappy with any decision or the handling of a complaint by us, you can refer your complaint to one of our external dispute resolution providers below. External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.

 

Australian Financial Complaints Authority (AFCA)

Telephone              1800 138 422

Website                  www.afca.org.au

Email                      info@afca.org.au

Fax                         1800 931 678

Post                        GPO Box 3 Melbourne VIC 3001

 

Things you should know

You should ensure that you have approved finance, in writing from the lender, before entering a binding contract to purchase.

It is important you understand your legal obligations under the loan, and the financial consequences. If you have any concerns, you should obtain independent legal and financial advice before you enter into a loan contract.

We do not make any promises about the value or future prospects of any property you finance with us. You should always rely on your own enquiries.

Before you accept your loan offer, make sure you read the credit contract carefully to understand full details of the loan. If you have any doubts, you should obtain independent legal and financial advice before you enter into any loan contract.

We represent lenders and have obligations to them, and in particular, to not provide any information we know is misleading or deceptive. We also have obligations under the law to report any fraud, forgery, or other illegal activities. Before using our services, it is important that you understand that we have these obligations to lenders, and under the law.

Premium Broker Pty Ltd is required to have adequate arrangements in place to ensure you are not disadvantaged by any conflict of interest.