Internal Dispute Resolution & Complaint Handling

Total Choice Home Loans ABN 73636499319

Total Choice Home Loans is committed to providing excellent customer

service and satisfaction.

What if I have a complaint?

Total Choice Home Loans has developed internal dispute resolution procedures to assist you to resolve a complaint or dispute about our services. Our internal dispute resolution procedures are free of charge.

We are also a member of an independent approved external dispute resolution scheme

called AFCA Australian Financial Complaints Authority

How to make a complaint

In the first instance, please contact Jonathan Oxlade to submit your complaint. We would like to be the first to know if you are not happy with our services. You can contact us verbally or in writing. Jonathan Oxlade may request you provide certain documents and other information to fully understand your complaint and the remedy you are seeking.

Total Choice Home Loans response

We will:

(a) Confirm receipt of your complaint within 2 days; and

(b) Endeavour to resolve your complaint within 7 days. If your complaint is

complex we will endeavour to resolve it within 21 days.

If resolution of your complaint is not likely within these timeframes, we will keep you

informed at regular intervals about the progress of our investigations and response.

If your complaint is not satisfactorily resolved by Total Choice Home Loans within a

reasonable period of time, you can escalate your complaint to our finance aggregator,

LMG on 1800 275 564.

If appropriate, we may also refer the complaint to LMG for independent consideration or input.

What if I am still not satisfied?

We are members of the AFCA external dispute resolution (EDR) scheme for the financial

services industry, approved by the Australian Securities and Investments Commission

(ASIC). The AFCA provides an accessible, free and independent dispute resolution service as an alternative to legal proceedings for resolving complaints that are unable to be satisfactorily resolved by the Internal Dispute Resolution (IDR) scheme.

All complainants must be informed that they have the right to refer their complaint to AFCA if they are unsatisfied with the response. AFCA contact details are:

Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

Tel: 1800 931 678

Fax: 03 9613 6399

Online: www.afca.org.au

Email: info@afca.org.au

A written response must be sent to AFCA within 21 days of receipt of the notice from

AFCA.