Talk2Us

Compliments, suggestions and complaints

RHG Mortgages is committed to ensuring our services meet your expectations, we value and encourage your feedback regarding how we are performing. If you would like to compliment one of our staff or have a suggestion on how we can improve, please let us know. Sometimes though, we may get things wrong and if we have, we need you to tell us and give us the opportunity to put things right.

Contact us

Our Customer Care team is available to assist you Monday to Friday between 8:00am – 8:00pm (AEST).

1300 658 489  (or +61 2 9248 0395)
1300 366 844
PO Box H284
Australia Square NSW 1215

 

Complaints

Sometimes, we may get things wrong and if we have, we need you to tell us and give us the opportunity to put things right. If you’re unhappy about something we’ve done or maybe haven’t done, we have a Customer Assist team who are here to assist you.

1300 130 763  (or +61 2 9248 0394)
PO Box H284
Australia Square NSW 1215

 

How long does it take?

Where possible, we’ll resolve your concern on the spot however, depending on the nature of the issue, this may take up to 15 business days. If we need more time, we’ll let you know and we will keep you informed on the progress of your complaint at least every 10 business days.

If you are not happy with our response

In the event that you are not entirely satisfied with our assessment, you can also apply for our decision to be reviewed by contacting the Credit and Investment Ombudsman Limited on 1800 138 422, via the internet at www.cio.org.au or by writing to :

Case Management Team
Credit and Investment Ombudsman Limited
PO Box A252
Sydney South NSW 1215

Please note that before the Credit and Investment Ombudsman can investigate your complaint, they do require you to have first provided us with the opportunity to address your concerns. External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.                  

RHG Mortgages passes on full 0.25% rate cut - February 2015

 

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