Dispute Resolution Policy


Business Name Virginia Graham
Model Mortgages
Address 53 Hillside Road


Phone 0413 124 262
Email virginia@modelmortgages.com.au
Licence Number 387460
EDR Scheme Name Credit Ombudsman Service   Limited
EDR Membership No 408380
Complaints Officer Virginia Graham


Model Mortgages is licensed under the National Consumer Credit Protection Act 2009.

Dispute resolution and complaints

Whilst we always strive to provide the best possible service, we understand that there may be times where you are not satisfied. If this occurs, and you wish us to do something about it, we have a formal process in place to address your concerns.

Internal Dispute Resolution

If you do have a complaint, please contact the Complaints Office using the details above. If you choose to contact us by email, please make sure you include as much information as you can.

You should explain the details of your complaint as clearly as you can.  You may do this verbally or in writing. When we receive a complaint, we will attempt to resolve it promptly.

External Dispute Resolution

If you are not satisfied with how we have handled your complaint, you may make a formal complaint to our External Dispute Resolution Scheme Provider. The details of our EDR Scheme membership are also above.