Complaints

At Mosaic Financial Services Pty Ltd we aim deliver financial solutions that meet your needs and allow you to make the most of your finances. If our service does not meet your expectation we want to know as your feedback helps us improve. You can be assured that your feedback will be acted upon promptly via Mosaic’s Internal Dispute Resolution Process. This is in place to assist in satisfying any complaint. In addition, Mosaic, through its membership to the Mortgage & Finance Association of Australia (MFAA) is a member of the Credit Ombudsman Service Limited.

First point of contact for a complaint:

Complaints Officer
Steve Sampson
(Chief Executive Officer)
Tel: 0417 070407

Second point of contact for a complaint

Deputy Complaints Officer
Brian Jones
(Chairman)
Tel: (02) 8267 2004

The Complaints Officers are senior personnel in our organisation. They have the necessary experience and authority to handle your complaint and can make relevant decisions on outcomes.

The complaint need not be in writing and may be presented to us by any reasonable means, for example letter, telephone, email or in person.

You can also contact us at:

Mail: Level 7, 1 Market Street, Sydney 2000
Fax (02) 8267 2045
E-mail: complaints@mosaicfs.com.au

Awareness

We ensure that at all times staff and Consultants who deal with (or are likely to deal with) customers, are aware of the name, title and telephone number of Complaints Officer and Deputy Complaints Officer.

Each staff member or Consultant is also instructed on how to transfer a customer who has a complaint to our Complaints Officer or Deputy Complaints Officer and the customer details to record if the Complaints Officer or Deputy Complaints Officer is for any reason unavailable (this information will include a minimum of the name, telephone number and description of the product or transaction to which the customers' complaint relates).

Investigating a Customer's Complaint

A customer's complaint will not be investigated by the Complaints Officer or Deputy Complaints Officer if they are in any way involved in the subject matter of the complaint.

Timeliness

We will promptly acknowledge the receipt of your complaint in writing within 7days,unless the complaint is otherwise resolved in the meantime.

We will also ensure that a substantive response is given to your complaint as soon as possible, but within forty five (45) days of receipt of your complaint.

If we cannot respond to your complaint within forty five (45) days, we will inform you of the reasons for the delay and of your right to refer the complaint to the Credit Ombudsman Service Limited (COSL).

We will have substantially responded to your complaint if we:
(a) Accept the complaint and, if appropriate, offer redress; or
(b) Offer redress without accepting the complaint; or
(c) Reject the complaint.

Written Response to a Customer

We will adequately address the issues that are raised in your complaint. We will give you a written response to your complaint and provide the reason for reaching a particular decision on the matter.

Where practicable, our response will refer to applicable provisions in legislation, codes, standards or procedures.

Remedies

If we accept your complaint and are of the view that it is appropriate to offer redress to you, that redress may be non-financial as well as, or instead of, financial. If we consider that a financial remedy is appropriate then we will provide compensation for any direct loss or damage caused.

We will, when determining the appropriate remedy, take into consideration the extent of loss or damage suffered by you, relevant legal principles, the Mortgage & Finance Association of Australia (MFAA) Code of Practice and other relevant codes of conduct, concepts of fairness and relevant industry best practice.

Data Collection

We will keep data concerning your complaint in such form and manner as we think fit and will enable analysis according to:
(a) Type of complaint;
(b) Subject of complaint;
(c) Outcome of complaint; and
(d) Timeliness of response.

So that we can identify any systematically recurring problems, we will as far as is practicable and relevant, classify complaints according to the particular provision of the MFAA Code of Practice.

Subject to legal constraints including constraints as to privacy, we will make available data collected in respect of your complaint to the Australian Securities and Investments Commission.

Review

We review our Internal Dispute Resolution Procedures every three (3) years to ensure that our complaints systems are operating effectively.