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Complaints



Complaints & Dispute Resolution

Complaints contact person/s:

      James Green
      CEO
      Century21 Home Loans
      Level 6
      33 York Street,
      Sydney NSW 2000

Internal Dispute Resolution (IDR) Process

Century21 Home Loans and its Contractors are members of The Credit Ombudsman Service Limited (COSL).

Under the COSL rules, COSL require you to try to resolve your complaints with the member of COSL (Century21 Home Loans) first, through our IDR process.

If the matter is not resolved to your satisfaction through Century21 Home Loans IDR procedures, then you are able to lodge the complaint with COSL for them to consider.

Century21 Home Loans accept consumer complaints via letter, telephone, fax, in person or by email.

All forms of complaints mentioned above will be registered on a Century21 Home Loans Incident Report Form (Complaint form) noting the date of the complaint and a file started in regard to the complaint.

No fee is payable for an IDR service through Century21 Home Loans

Should a substantive response not be provided to you within 45 days, Century21 Home Loans Complaints Contact Person must give you, the consumer, the reasons for the delay and advise you of your right to lodge a complaint directly with COSL.

In receiving, investigating and deciding on a complaint, and in the recording of information for reporting purposes, Century21 Home Loans will respect your privacy by complying with our obligations under the Privacy Act 1998 (as amended)

Century21 Home Loans IDR Process

The customer completes a Century21 Home Loans Incident Report Form (Complaint form) along with any supporting documentation, and any relevant file information to the Century21 Home Loans Complaints Contact Person.

A letter of Acknowledgement will be forwarded to you by the Century21 Home Loans Complaints Contact person.

The matter will be investigated and dependant on the circumstances a resolution provided to you, the consumer by the Century21 Home Loans Complaints Contact person within 45 days.

Any contact made with you, the consumer/s will be recorded in your complaint file and the Century21 Home Loans Complaints Contact Person advised of all communications, including information discussed.

Dependant on the circumstances the Century21 Home Loans Complaints Contact Person will provide one of the following substantive responses to the consumer in 45 days:

      1. accepted the complaint and, if appropriate, offer redress
      2. declined to accept the complaint but still offered redress
      3. rejected the complaint

In the event Century21 Home Loans may not be able to provide a substantive response within 45 days, the Century21 Home Loans Complaints Contact Person will forward the consumer the reasons for the delay and advise the consumer their right to lodge a complaint directly with COSL.

However in most circumstances:

Your resolution response by Century21 Home Loans Complaint Contact Person will be written and forwarded to you, stating the reasons for reaching a decision/s.

If at any stage of the process you wish to clarify any information, please do not hesitate to contact our Complaints contact person on (+612) 8259 0600 or via email to admin@century21homeloans.com.au