INTERNAL DISPUTE RESOLUTION AND COMPLAINT HANDLING
Mohanrajan & Sons Pty Ltd Trading as PJ Home Loans is committed to client service and satisfaction.
What if I have complaint?
PJ Home loans have developed internal dispute resolution procedures to assist you to resolve a complaint or dispute about our services. Our internal dispute resolution procedures are free of charge.
We are also member of an independent approved external dispute resolution scheme, called Credit Ombudsman Service Ltd.
How to make complaint
In the first instance, please contact on 03-9732 4747 to submit your complaint. We would like to be the first to know if you are not happy with the services. You can contact us verbally or in writing. PJ Home Loans may request you to provide certain documents and other information to fully understand your complaint and the remedy you are seeking.
PJ Home Loans response
a. Confirm receipt of your complaint within 2days: and
b. Endeavour to resolve your complaint within 4days, if your complaint is complex, we will endeavour to resolve it within 30 days.
If resolution of your complaint is not likely within these timeframes, we will keep you informed at regular intervals about the progress of our investigation and response.
What if I am still not satisfied?
If you are still not satisfied with the outcome, you have the option at anytime to contact the credit Ombudsman