At Four Pillars Finance & Mortgages Pty Ltd
(ABN 20 646 853 312 | Australian Credit Representative 541652 of Outsource Financial Pty Ltd, ABN 42 131 090 705, Australian Credit Licence 384324), we are committed to providing excellent service. If you are dissatisfied with our services, we have a dispute resolution process in place to ensure your concerns are addressed promptly and fairly.

1. Internal Dispute Resolution (IDR)

If you have a complaint, please contact us directly:

Privacy & Complaints Officer
Four Pillars Finance & Mortgages Pty Ltd
Email: mamata@fpfm.com.au
Phone: 0421 986 732
Address: [Insert Office Address]

We will acknowledge your complaint within 1 business day, or as soon as practicable.

We will investigate the matter and aim to provide a written response within 30 calendar days.

If we cannot resolve your complaint within this timeframe, we will explain the reason for the delay and provide you with information about your right to escalate the matter.

2. External Dispute Resolution (EDR)

If you are not satisfied with our response, or if your complaint is not resolved within 30 days, you can lodge a complaint with our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA):

Australian Financial Complaints Authority (AFCA)
GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Website: www.afca.org.au

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

3. Our Commitment

We take all complaints seriously and view them as an opportunity to improve our services. We will treat you fairly, keep you informed of progress, and work to resolve your concerns as quickly as possible.