Nivo Mortgage
Your concerns matter to us.
At Nivo Mortgage, we are committed to providing professional service and treating our clients fairly. If you are dissatisfied with any aspect of our services, we encourage you to let us know so your concerns can be addressed.
Complaints
How to make a complaint.
You can raise a complaint directly with Nivo Mortgage or contact our Australian Credit Licensee, Outsource Financial Pty Ltd.
Contact Nivo Mortgage
Nivo Mortgage
Nivo Group Pty Ltd
Corporate Credit Representative No. 582311
You can contact us through our contact page.
Contact Outsource Financial
Complaints Officer
Outsource Financial Pty Ltd
Phone1300 781 481
Emailinfo@outsourcefinancial.com.au
Postal address406/19 Roseby Street,
Drummoyne NSW 2047
Australian Credit Licence No. 384324
Our Process
How your complaint will be handled.
We aim to resolve complaints promptly and fairly.
When a complaint is received, we will:
- Listen to your concerns and seek to understand the issue.
- Request any relevant information needed to investigate.
- Make a genuine effort to resolve the complaint.
- Keep you informed of the progress of the investigation.
Response time
If your complaint cannot be resolved immediately, Outsource Financial's standard complaints procedure states that a response will be provided within two business days of receiving the complaint.
External Dispute Resolution
Australian Financial Complaints Authority (AFCA).
If your complaint remains unresolved or you are dissatisfied with the outcome, you may be able to refer the matter to the Australian Financial Complaints Authority (AFCA).
AFCA provides independent and free dispute resolution services for eligible financial complaints.
You may contact AFCA if you are dissatisfied with the handling or outcome of your complaint, subject to AFCA's applicable rules and time limits.
Contact AFCA
Australian Financial Complaints Authority
Phone1800 931 678
Emailinfo@afca.org.au
Websitewww.afca.org.au (opens in a new tab)
Postal addressGPO Box 3,
Melbourne VIC 3001
Our Commitment
We take complaints seriously.
We take complaints seriously and use feedback to improve our services.
Our aim is to address concerns professionally, respectfully and as promptly as possible.