Internal Dispute Resolution

If you have a concern or complaint, we encourage you to contact us directly so we can do our best to resolve the matter as soon as possible.

You can lodge a complaint by contacting:

To help us assist you efficiently, please include:

• Your name and contact details
• A clear description of your concern
• Any supporting information or documents
• Your preferred outcome

We will acknowledge your complaint promptly and aim to resolve it as quickly as possible.

Where your complaint cannot be resolved immediately, we will investigate the matter thoroughly and fairly, keep you informed of progress, and provide a written response outlining the outcome.

In most cases, you can expect a response within 30 days of us receiving your complaint.

External Dispute Resolution

If you are not satisfied with the outcome of our internal process, or your complaint remains unresolved, you may refer the matter to the Australian Financial Complaints Authority (AFCA).

AFCA is a free and independent external dispute resolution scheme available to consumers and small businesses.

PT Mortgages is a member of AFCA, as required under Australian credit licensing laws.

AFCA provides an independent review of your complaint and can help facilitate a fair resolution without the need for legal action.