Complaints

Over Fifty Seniors Equity Release Pty Ltd is committed to striving for excellence in relation to its products and services and wants to ensure that it responds to customers’ concerns as quickly and efficiently as possible. Over Fifty will respond to any complaints and has established a comprehensive internal and external complaints resolution processes to ensure they are resolved with minimum inconvenience to all parties.

If you have a complaint about a product or service offered by Over Fifty Seniors Equity Release Pty Ltd, please contact our Customer Services team on +61 3 9616 6523. They will either try to resolve your complaint or put you in contact with someone who is better placed to resolve the complaint.

If you are not satisfied with the response you receive, you may write to us at:

Over Fifty Seniors Equity Release Pty Ltd
Complaints Resolution Process
GPO Box 695
MELBOURNE  VIC  3001

or email: enquiries@overfifty.com.au

Please provide the detail and reason for your complaint and we will attempt to resolve the matter and respond within 14 days of receipt.  A final response may take longer, depending on the particular circumstances of the complaint.

If your complaint relates to a reverse mortgage loan product offered by Over Fifty Seniors Equity Release Pty Ltd, and the issue has not been resolved to your satisfaction through discussion with us, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website:       www.afca.org.au

Email:           info@afca.org.au

Telephone:  1800 931 678 (free call)

In writing to: 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.