Compliments & Concerns.
At PalmTree Home Loans, we’re committed to building strong, lasting relationships with our customers. Your feedback plays a vital role in helping us improve our services and respond to your needs effectively.
We understand there may be times when you’d like to commend us on excellent service, and other times when we may fall short of your expectations.
Compliments
Our team is always pleased to know they’ve contributed to a positive customer experience. If someone on our team has delivered outstanding service, we’d love to hear about it. Please share your feedback using the contact details below so we can recognise and reward their efforts.
Concerns
If you feel that our service hasn’t met your expectations, we encourage you to let us know. We’ve created a straightforward process to ensure your concerns are heard and addressed promptly and fairly.
You can reach us through any of the following channels:
Complaints Handling Officer
📞 0431 480 294
If contacting us via mail or email, please include as much detail as possible to help us understand and investigate your concern.
Checking the Status of Your Complaint
If you’ve already submitted a complaint, you’re welcome to contact us at any time for an update. Please refer to your previous communication so we can assist you promptly.
Complaint Resolution Process
We aim to resolve your complaint immediately where possible. If we need more time, we’ll acknowledge your complaint in writing within five business days. We’re committed to treating you fairly and resolving the matter as quickly as we can.
If our investigation takes longer than 45 days, we’ll write to explain the delay and let you know when you can expect a final response.
Once the investigation is complete, we’ll send you a written explanation of the outcome and the reasons behind our decision.
Escalating Your Complaint
If you’re not satisfied with the outcome, or you haven’t received a response within 45 days, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA):
📞 1800 931 678 (Free call)
📬 Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001