We take complaints seriously and want to make it easy for you to raise any concerns about our service.
Step 1: Talk to us first
If something hasn’t gone the way you expected, please contact us directly. Most issues can be sorted quickly with a conversation.
You can reach us by:
- Email: brooke@yourbroker.au
- Phone: 0424 447 401
Please include your name, contact details, loan or file reference (if known), and a brief description of your concern.
Step 2: What happens next
- We will acknowledge your complaint within 5 business days and appoint a complaint reference number.
- We will investigate the matter thoroughly and fairly.
- We will keep you updated on progress if it takes longer than expected.
- We aim to resolve complaints within 30 calendar days, in line with ASIC requirements.
Step 3: Our response
Once we’ve investigated, we’ll provide you with a written outcome explaining our decision and the reasons behind it. If we can’t resolve things to your satisfaction, we’ll explain your options for taking the matter further.
Step 4: If you’re not satisfied
If you’re not happy with our response, or if we haven’t resolved your complaint within 30 days, you can escalate the matter to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution service. This service is free to use.
Australian Financial Complaints Authority (AFCA)
AFCA Member Number: 88850
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001
Credit Licence
Brooke Your Broker is authorised under Australian Credit Licence 387025.