Dispute Resolution And Complaints


Within our business, we follow specific procedures to try to resolve any complaints that you may have. We have:

  • internal dispute resolution procedures
  • external dispute resolution procedures – we a member of the scheme managed by the Credit and Investment Ombudsman (CIO) (our Membership Number is M0005438)

In addition to promoting a culture of fair customer treatment, these procedures also assist our business in complying with:

  • Regulatory Guide RG165 (on dispute resolution) published by the Australian Securities and Investments Commission
  • Credit Investment Ombudsman (CIO) scheme rules
  • International Standards Organisation standard ISO10002 (on complaints handling)
  • The National Consumer Credit Protection Act 2009 and associated Regulations


We have appointed a complaints handling officer. Under our internal dispute resolution procedures, we have determined that a complaints handling officer must be:

  • manage relationships with key stakeholders;
  • comprehend customer documentation, legislation and regulatory policy statements;
  • understand the business’ organisational structure; and
  • review processes and procedures to ensure currency, compliance and adequacy.

Our complaints handling officer is:

Hellen O’Reilly

0403 498 966


Arrange a call back today or book an appointment Contact Us

What Clients Say

My partner and I were very anxious about getting our first home loan. Hellen was incredibly supportive right from a free consultation before we even had our deposit together, through to applying for the loan a year later. She was patient and answered our many questions throughout the process. Even today we keep her updated on our progress and ask for advice on paying off our loan quickly. We’d like to thank Hellen for her patience and flexibility!

My experiences with Hellen have been overwhelmingly positive and I can’t recommend her enough. From the time we first spoke on the phone, through our initial meeting and all following interactions, Hellen has been a valued partner for me in buying a new home. Not only has she assisted with accurate and helpful advice with regards to the mortgage itself, she has also always been available, often at short notice, to discuss any questions I had about the process overall.

The difference between Hellen and other brokers I have used comes down to her approach; it doesn’t feel like I’m just another client for her, instead I am someone that is important and deserves her personal attention. She is someone I can rely on for advice, has been always responsive, always professional and always delivered for me when I needed something.

Our new business was showing potential but we needed an injection of cash to take it to the next level. Our bank, however, refused to help us out and the finance brokers that we spoke to said not to bother trying, as we had no chance of getting a loan!

Then Hellen was recommended to us and it literally changed our business!

Hellen was able to share the vision we had of putting a mobile cat grooming van on the road, the only one of its kind in Perth. She left no stone unturned in finding a loan provider that was not only willing to give us the money but also a repayment scheme that suited us. The support she gave us right through the process was exemplary!

Since then the business has not looked back and we are considering expanding again.

When we do Hellen will be the one we call!

I have no hesitation in recommending Hellen’s services to anyone.