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. Despite its best endeavours, it realises that complaints will occur from time to time and, to this end, has in place 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 Head of Reverse Mortgages on 03 9616 6523.
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: firstname.lastname@example.org
Please provide the detail and reason for your complaint and we will endeavour to acknowledge your complaint within one business day or as soon as practicable, and will attempt to resolve the matter and respond within 21 calendar days of receipt. A final response may take up to 30 calendar days, depending on the particular circumstances of the complaint.
If we are unable to provide a final response within this period because of complex circumstances of your complaint and/or due to circumstances beyond our control that are causing delays, we will advise you in writing within 30 calendar days of receiving your complaint to inform you:
- The status of your complaint;
- The reasons for the delay;
- That you can complain to the Australian Financial Complaints Authority (AFCA) if you are dissatisfied; and
- Provide you with the contact details for AFCA.
If an issue has not been resolved to your satisfaction, you can lodge a complaint with AFCA. AFCA is an external dispute resolution scheme that provides fair and independent financial services complaint resolution that is free to consumers.
AFCA’s details are as follows:
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.
Please note that a complaint must first be submitted to Over Fifty’s complaints handling process to give us an opportunity to review it before it can be referred to AFCA.