Compliments and Concerns
At Empower Mortgage Solutions, we always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have we will also continually improve our products and services.
We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations. If you have any compliments or concerns, please get in touch via Contact Us page.
We are committed to providing you with the best possible service, however we understand there may be times where you are not satisfied. If this occurs please inform us verbally or in writing with the exact details of your complaint, so we can work towards a prompt and fair resolution.
If we are unable to reach a satisfactory resolution, you can make a complaint in writing to the Australian Credit Licence holder, Finsure Finance & Insurance. With regards to complaints resolution, we are mindful of the need to ensure that consumers are treated fairly and with respect during the complaints handling process. Any dissatisfaction with a credit representative operating under the licence will be handled in an efficient, timely and effective manner in accordance with ASIC regulations of Internal Dispute Resolution (IDR).
Finsure Credit Services details are:
Please note that the EDR provider will request the matter be first attempted to be resolved through our IDR process via Finsure. If our IDR process is still in progress, they would expect that this process be completed before any external consideration.
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.
We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations. If you have any compliments or concerns, please get in touch via Contact Us page.
We are committed to providing you with the best possible service, however we understand there may be times where you are not satisfied. If this occurs please inform us verbally or in writing with the exact details of your complaint, so we can work towards a prompt and fair resolution.
If we are unable to reach a satisfactory resolution, you can make a complaint in writing to the Australian Credit Licence holder, Finsure Finance & Insurance. With regards to complaints resolution, we are mindful of the need to ensure that consumers are treated fairly and with respect during the complaints handling process. Any dissatisfaction with a credit representative operating under the licence will be handled in an efficient, timely and effective manner in accordance with ASIC regulations of Internal Dispute Resolution (IDR).
Finsure Credit Services details are:
- Attention: Compliance and Complaints Handling Officer
- Level 24, 52 Martin Place, Sydney NSW 2000
- Telephone: 1300 346 787
- Email: compliance@finsure.com.au
- Website: https://www.finsure.com.au/
Please note that the EDR provider will request the matter be first attempted to be resolved through our IDR process via Finsure. If our IDR process is still in progress, they would expect that this process be completed before any external consideration.
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 (Monday to Friday 9am - 5pm AEST
- In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001