Legal
Complaints process
How to tell us something has gone wrong, what happens next, and where to take it if you are not satisfied.
At Hack Mortgages, we always work hard to build strong and lasting relationships with our valued customers. Your feedback is highly important to us, as it helps us to continually improve our service. We always aim to address any immediate concerns you may have in a prompt and friendly manner.
If for any reason, you do not feel that you have received the highest standard of care, we encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.
How to contact us
You can contact our licensee, QED Financial Services Pty Ltd, by email:
or write to them at:
QED Financial Services Pty Ltd
31 Ardentallen Road
Enoggera QLD 4051
Please make sure to provide as much detail as possible about your complaint.
Need an update on your complaint?
If you have lodged an email complaint with us and would like an update on its status, please send an email using the existing email stream. If you can’t locate the original email, please be sure to reference your earlier communication so that we can respond effectively.
Resolution
We will try to resolve your complaint on the spot. If this is not possible, we will acknowledge your complaint within 24 hours (or one business day) of receiving it, or as soon as practicable after that. We will treat you fairly and work to resolve your complaint as soon as possible, and we will give you our final response within 30 calendar days. Some credit complaints, such as those about financial hardship or a default notice, must be answered within 21 days. If we cannot respond within the required timeframe, we will write to you to explain why, tell you about your right to take your complaint to AFCA, and give you AFCA’s contact details.
When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.
Taking it further
We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not received our final response within the timeframes above, you can have your complaint heard by an independent party, the Australian Financial Complaints Authority (AFCA).
You can contact AFCA at: