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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.

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:

Phone: 02 9614 0888
Address: Suite 5, Level 3
189 Kent Street
Sydney NSW 2000
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

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 try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event, we are still investigating your complaint after 45 days we will write to you to explain why and to let you know when we expect to have completed our investigation.

When we have completed our investigation, we will write to let you know the outcome and the reasons for our decision.

Taking it further

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party, the Australian Financial Complaints Authority:

Online: www.afca.org.au
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Stefan is a Co-Founder and Mortgage Broker of Aloha Mortgage Brokers

He draws on his industry experience as a Mortgage Broker and Financial Planner to better understand his client’s over-all financial position so that the right long-term outcomes can be achieved. This comes from his significant knowledge of financial products, coupled with his dedication to providing effective solutions to client’s needs. Stefan holds Bachelor Degree in Financial Advising from the University of Western Sydney, a Diploma of Finance and Mortgage Broking and a Diploma of Financial Services (Financial Planning).

Away from the office, he is kept busy by his young son and Labradoodle, he has a passion for classic cars and when he has the time enjoys driving his 1968 Fast-Back, he is also an avid NBA and Formula 1 fan.

Tim is a Mortgage Broker and co-founder of Aloha Mortgage Brokers.

Tim completed his Bachelor's degree in Mathematics and Finance and, soon after, completed the Graduate Diploma in Financial Planning and Mortgage Broking Diploma. He has specialised in many areas of personal finance over his 25 years of working in the industry, covering Mortgage Broking, Financial Planning and Investment Management. Tim's passion is using his knowledge to help others reach their goals and live they life they want to live, whether that's buying their dream home or building wealth through buying an investment property, he can help you find a loan to match your needs.

Tim has helped hundreds of his clients navigate and better understand their finances in order to reach their goals.

Tim was born in Hawaii but has lived most of his life in Sydney. He is a father of 3 and spends his time with his family in the great outdoors, including, of course, the sun and surf.