Legal
Complaints procedure
1. What this procedure covers
This procedure applies to complaints about the service provided by Accident Claims Team (a trading style of Mortgage Claims Pty Ltd). For example, you might complain about:
- how a member of our team spoke to you or treated you;
- information we gave you about our service;
- how we handled your personal data;
- the decision to introduce you (or not to introduce you) to a partner.
If your complaint is about a partner law firm or a partner credit hire provider (for example, about the quality of legal advice, about a credit hire agreement, or about how that partner has handled your claim), you will need to complain to that partner directly. They are each required to have their own complaints procedure. If you tell us about a complaint relating to a partner, we will pass it on to them, but the partner will then deal with the complaint itself.
2. How to complain
You can make a complaint by any of the following means. We will accept complaints in any reasonable form, including verbally.
- By email: contact@accident-claims-team.com (please put “Complaint” in the subject line)
- By post: The Complaints Manager, Mortgage Claims Pty Ltd, Suite 2, 26–32 Marsh Street, Wolli Creek NSW 2205, Australia
To help us look into your complaint quickly, please tell us:
- your full name, address and contact details;
- what happened and when;
- the names of any of our staff involved, if you know them;
- what you would like us to do to put things right;
- a daytime telephone number on which we can reach you.
We will not charge you for making a complaint. You do not need to use a claims management company, solicitor or any other paid representative to complain to us.
3. How we will handle your complaint
The main stages are:
| Stage | What we will do | By when |
|---|---|---|
| Acknowledgement | We will send you written acknowledgement of your complaint, confirming the name and job title of the person who will be dealing with it. | Promptly, normally within 5 business days of receiving your complaint |
| Investigation | We will investigate the complaint fairly and impartially. We may contact you to ask for more information or to clarify what happened. | As quickly as possible |
| Update | If your complaint needs more time to resolve, we will write to you explaining why and when we expect to send our final response. | As soon as we know more time is needed |
| Final response | We will send you a written final response. It will set out our decision, the reasons for it, and any offer of redress (such as an apology, an explanation or financial compensation). | Once our investigation is complete |
4. Our records
We keep records of all complaints (whether resolved informally or formally) for at least 3 years from the date of our final response. We use complaint records to monitor the quality of our service and to identify any changes we need to make.