Complaints

For complaints relating to credit information

If you make a complaint about things (other than privacy issues) in relation to your credit information, we will let you know how we will deal with it within seven days.

Ask for more time if we can’t fix things in 30 days

If we can’t fix things within 30 days, we’ll let you know why and how long we think it will take. We will also ask you for an extension of time to fix the matter. If you have any concerns, you may complain to our external dispute resolution scheme (Australian Financial Complaints Authority – phone 1800 931 678, www.afca.org.au) or the Office of the Australian Information Commissioner.

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Letting you know about our decision

We’ll let you know about our decision within 30 days or any longer agreed time frame. If you have any concerns, you may complain to our external dispute resolution scheme (Australian Financial Complaints Authority – phone 1800 931 678, www.afca.org.au) or the Office of the Australian Information Commissioner.

Need Help?

We know that choosing a new loan can be difficult. At imfs we’re here to help you. If you have any questions at all just give us a call or send us an email.

In view of the increasing restrictions on some businesses and further social distancing measures being enforced, we will be making some changes to our business operations. Most importantly, we want to let our clients know that we are here to assist with any queries or concerns they have regarding their loans and potential financial difficulties. Going forward, all of our client appointments will be non-face to face – ie via skype, facetime or by phone; Additionally, all of our document sign-ups will take place via phone/skype or facetime, and clients will need an unrelated party ( ie unrelated to the transaction) to be available to witness signatures for their mortgage or other security documents.
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