Internal Dispute Resolution (IDR) Process
At Boxer Mortgage Brokerage, we are committed to resolving complaints promptly, fairly, and transparently. If you have a concern about our products, services, or conduct, you can raise it with us through our Internal Dispute Resolution (IDR) process.
Lodging a Complaint
You can lodge a complaint with us by phone, email, post, or in person.
When making a complaint, please provide as much detail as possible, including any relevant documentation, so we can investigate the matter effectively.
Acknowledgement
We will acknowledge receipt of your complaint within 24 hours (or as soon as practicable).
Investigation and Response
We will investigate your concerns thoroughly and keep you informed of the progress of your complaint.
We aim to provide a written response within 30 calendar days, depending on the nature and complexity of the complaint.
Outcome
Our written response will outline:
- Our decision regarding your complaint
- The reasons for our decision
- Any actions we will take to resolve the matter
If you are not satisfied with our response, you may refer your complaint to the Australian Financial Complaints Authority, which provides a free and independent external dispute resolution service.
External Dispute Resolution – AFCA
You can contact AFCA using the details below:
- Website: www.afca.org.au
- Phone: 1800 931 678 (free call)
- Email: info@afca.org.au
AFCA will review your complaint and may assist in resolving the dispute through mediation or a formal determination.