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Complaints Procedure

What if I have a complaint?

Peninsula Home Loans (PHL) has developed an internal dispute resolution policy to assist you to resolve a complaint or dispute about our services. These procedures are free of charge.

PHL is also a member of an independent approved external dispute resolution scheme, called the Credit Ombudsman Service LTD (COSL).

How to make a complaint

In the first instance, please contact the company Director Stephen Bonfield to submit your complaint. We would always like to be the first to know if you are not happy with the service. You can contact Stephen Bonfield in writing or verbally.

How we respond

PHL may ask you to provide certain documents or other information to fully understand your complaint and the remedy you are seeking.

We aim to:

•                Confirm receipt of your complaint within 1 day

•                Endeavour to resolve your complaint within 7 days

•                If the complaint is complex, we will endeavor to resolve it within 14 days

If your complaint is not likely to be resolved within these time frames, we will keep you informed at regular intervals about the progress of the investigation and response.

If your complaint is not satisfactorily resolved by PHL within a reasonable time frame, you can escalate your complaint to our finance aggregator Loan Kit on 1800 466 085

If appropriate, we may also refer the complaint to Loan Kit for independent consideration or input.

What if I am still not satisfied?

If you are still not satisfied with the outcome, you have the option at any time to contact the Credit Ombudsman Service Ltd on 1800 138 422 email:

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