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MFAA Loan Calculators

Accredited with and full member of the:

Mortgage & Finance Association of Australia
Mortgage & Finance Association of Australia
The Credit Ombudsman

Dispute Resolution Guidelines

Berg Financial Services
PO Box 677
Forster NSW 2428

Fax: (02) 6555 8646
Ph (02) 6555 6534

Email: bergs@pnc.com.au

Dispute Resolution Guidelines

What should you do if you have a complaint?
If you have any complaint regarding the service or products provided to you, we will try to resolve your complaint quickly and fairly. You should take the following steps to enable us to do so:
  1. Provide details of your complaint in writing to this office.
  2. Provide copies of any documentation relating to the complaint.
  3. Attention the complaint to Cheryl Koch who will handle the complaint on your behalf.
In order to resolve the complaint our office will do the following:-
  • Hold a meeting with all partners of Berg Financial Services to discuss the nature of the complaint and receive input from partners regarding the situation,
  • The partners will respond in writing within 5 business days to advise either:
    1. our response or resolution to the complaint in writing if the complaint relates to a matter within Berg Financial Services

    2.     or
    3. our acknowledgement of the complaint in writing and the process for resolution when an outside Financial Institution is involved
In most instances, it should be reasonable to have a dispute to be determined within 20 working days of Berg Financial Services receiving all relevant information from the Client or Credit Provider.

If you believe that the matter has not been resolved in an acceptable manner, you do have the right to complain to a formal Dispute Resolution Service.

Berg Financial Services is a member of the following Independent Dispute Resolution Schemes and we provide contact details below:-
Australian Commercial Disputes Centre
Credit Ombudsmen Service Limited
(Formerly Mortgage Industry Ombudsman Service Limited)
Level 7, 287 Elizabeth St, Sydney NSW 2000
Tel: 1300 78 08 08
Fax: 02 9261 2792
Email: info@creditombudsman.com.au
Finance Brokers Association of Australia
Mediation Officer FBAA Dispute Resolution Service
Suite 10/31 Thompson St, Bowen Hills QLD 4006
Ph: 1300 130 514
Fax: 07 3252 0140
Email: admin@financebrokers.com.au

Phone NOW for all your borrowing needs

Phone: (02) 6555 6534
Tim Koch: 0417 421 496

Berg Financial Services
PO Box 677
Forster NSW 2428
Ph (02) 6555 6534

Fx: (02) 6555 8646

Email: bergs@pnc.com.au

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