At MortgageXpress, we are committed to providing our customers with the best possible service. If at any time you feel we have not met our obligations, or you have a complaint about our services, please let us know so we can work towards a resolution. We will do our best to resolve your complaint quickly and fairly.
Step 1: Contact your MortgageXpress Home Loan Manager. Many issues can be resolved promptly at this stage. Your manager has 5 business days to try and resolve the matter.
Step 2: If you are not satisfied, you can escalate your complaint. Please contact our Complaints Officer on 1300 390 967 or email compliance@mortgagexpress.com.
MortgageXpress Pty Ltd (ABN 44 689 225 330)
Suite 31, Level 3, 2 Brandon Park Drive, Wheelers Hill VIC 3150
Phone: 1300 390 967
Keeping You Informed
We will acknowledge your complaint within 5 business days.
If we cannot resolve it within 5 business days, we will write to you explaining the next steps.
Within 45 calendar days, we will provide you with our decision and reasons. If more time is needed, we will let you know.
Third‑Party Products or Services If your complaint relates to a product or service provided by a third party (such as a credit provider), we may ask you to contact them directly. If you are not satisfied with their resolution, you can escalate to their external dispute resolution scheme.
Still Not Satisfied? MortgageXpress Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme approved by ASIC. You may refer your complaint to AFCA at any time. AFCA may ask that our internal process be completed before considering your complaint.
AFCA Contact Details:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001
Here’s a Complaints Quick Guide version you can publish as a sidebar, FAQ snippet, or infographic on your website. It simplifies the process into three clear steps while staying compliant with ASIC RG 271 and AFCA requirements:
1. Talk to Us First
Contact your MortgageXpress Home Loan Manager.
Most issues can be resolved quickly at this stage.
2. Escalate if Needed
If you’re not satisfied, contact our Complaints Officer:
Phone: 1300 390 967
We’ll acknowledge your complaint within 5 business days and aim to resolve it within 45 calendar days.
3. External Help (AFCA)
If you’re still not satisfied, you can take your complaint to the Australian Financial Complaints Authority (AFCA) — free of charge.
AFCA Contact:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001
