Complaints & Dispute Resolution

At She’s Got the Keys Mortgage Solutions, I'm committed to providing clear, fair and respectful service.
If something doesn’t feel right, or you’d like to provide feedback, I encourage you to let me know so I can work to resolve it as quickly as possible. 

Compliments: I am always delighted to know when I have succeeded in making your experience a pleasant and successful one. If I have provided you with exceptional service in any way, please let me know using the following email,  aparker@shesgotthekeys.com.au, I would be so happy to hear from you.

Concerns If, for any reason, you do not feel that you have received the highest standard of care from me, I likewise encourage you to share this with me. I have in place a process that I believe makes it easy for you to tell us me concerns and for them to be addressed quickly and fairly:

If you have a concern or would like to make a complaint, please contact me directly first. Many issues can be resolved quickly with a conversation.

You can contact me by:

• Email: aparker@shesgotthekeys.com.au
   
• Phone: 0492 977 461
   

When I receive your complaint, I will:

• Acknowledge it promptly
   
• Review the matter fairly and thoroughly
   
• Provide you with a written response within 30 days (or sooner where possible)
   

There is no cost to you for making a complaint.

She’s Got the Keys operates as a Credit Representative of Purple Circle Credit, which holds an Australian Credit Licence.

If your complaint is not resolved to your satisfaction after contacting me, you may also choose to contact Purple Circle Credit directly.
Purple Circle Australian Credit Licence (ACL): 486112

• Email: compliance@purplecfs.com.au 

• Phone: 1300 366 406 

• Mail: Complaints Officer, Purple Circle Financial Services, 14A Porter Street, Beaconsfield, WA 6162 

If you are not satisfied with the outcome of your complaint, or if it has not been resolved within 30 days, you have the right to contact the Australian Financial Complaints Authority (AFCA).

AFCA is an independent and free external dispute resolution service.

Australian Financial Complaints Authority (AFCA)

Website: www.afca.org.au 

Phone: 1800 931 678 

AFCA can review your complaint independently and work towards a fair outcome.

I view feedback and complaints as an opportunity to improve. Raising a concern will not affect the quality of service you receive. All complaints are handled with care, confidentiality and respect.

If you need assistance lodging a complaint or would like to communicate in a particular way, please let me know and I’ll do my best to support you.

Third Party Products or Services: If your complaint relates to a product or service acquired through a third party (for example, a lender) I may ask you to contact the relevant third party. They will deal with your complaint under their complaint resolution process. If you are not satisfied with the resolution of your complaint by the third party under their complaint resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details. 

This complaints and dispute resolution process is provided in accordance with ASIC Regulatory Guide 271.