We are committed to providing you with the best possible service. If at any time we have not met our obligations or you have a complaint about the service that we provide, please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly. If you have a complaint, the following steps are available to you.
In the first instance, please contact your Broker.
We will acknowledge receipt of your complaint within 1 business day. If your Broker is unable to resolve the complaint to your satisfaction within 5 business days, we will escalate the complaint to the Complaints Officer. You can also contact the Complaints Officer directly as detailed below:
COMPLAINTS OFFICER | |
Name | Mark Norman |
compliance@spfgroup.com.au | |
Phone Number | 08 9286 6888 |
Address | 325 Churchill Ave, Subiaco WA 6008, Australia |
There will be situations where the Complaints Officer is also your Broker. This will not have any impact on the capacity to deal with your complaint effectively or appropriately. We may ask for additional information to ensure your complaint is properly investigated.
Within 30 calendar days from the date you lodged the complaint with us, we will write to you advising you the outcome of the investigation and the reason/s for our decision, or if required, we will inform you if more time is needed to complete the investigation.
If you do not think we have resolved your complaint to your satisfaction, or you have not heard from us within 30 calendar days, you may refer the matter to an EDR scheme. You may also refer the matter to an EDR scheme at any time, but if our IDR process in still in progress, they may request that our IDR processes be complete before considering the matter further.
This EDR process is available to you, at no cost. Two EDR schemes may be listed below. This indicates that the Licensee and their Credit Representative are both required to be members (independently) of an ASIC approved EDR scheme. Where a Credit Representative’s EDR is displayed, please contact that EDR scheme in the first instance for complaint escalation.
| EDR (LICENSEE) | EDR (CREDIT REPRESENTATIVE) |
Name | Australian Financial Complaints Authority (AFCA) | Australian Financial Complaints Authority (AFCA) |
AFCA Member Number | 42176 | Individual AFCA Membership Number |
info@afca.org.au | info@afca.org.au | |
Phone Number | 1800 931 678 | 1800 931 678 |
Address | GPO Box 3, Melbourne VIC 3001, Australia | GPO Box 3, Melbourne VIC 3001, Australia |
Glass seeks to become the most trusted finance company in Australia, setting a new standard in transparency and customer service that others are forced follow. If we happen to become the biggest non-bank lender along the way, that’s great – but our focus will always be on our customers first and foremost.
GLASS FINANCIAL GROUP P/L ABN 27 614 341 525 ACN 614 341 525 is authorised under Mortgage Specialists Pty Ltd ACN 612 422 178 Australian Credit Licence 387025.
