COMPLIMENTS & COMPLAINTS

Welcome to the Compliments and Complaints page of Carnevale Mortgage Solutions Pty Limited T/A Seeking Finance, hereinafter referred to as "Seeking Finance," "The Company," or ("we," "us," "our"). 

OUR CORPORATE STRUCTURE 

This website is owned and operated by Carnevale Mortgage Solutions Pty Limited.

The company trades under the registered business name of Seeking Finance.

We operate under the aggregation licence of Finsure Finance and Insurance Pty Ltd Limited.

We understand that things go well and on the odd occasion challenges may arise, and it is our commitment to address and resolve any concerns you may have. If you find yourself in a dispute or have a compliment or complaint about our services, we encourage you to utilise our Internal Dispute Resolution (IDR) Process outlined in the following steps:

COMPLIMENTS

Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one, and it feels good sometimes to get a little credit for our efforts.  

If one of our representatives has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process.

You can contact us by whichever of the following means best suits you:

Carnevale Mortgage Solutions Pty Limited

Att: Dominic Carnevale 

Managing Director | Senior Mortgage Broker 

Email:       dominic@seekingfinance.com.au

Phone:     1800 931 774

Mail:          Carnevale Mortgage Solutions Pty Limited

                    PO BOX 104 

                    Neutral Bay, NSW 2089

                    Australia 

CONCERNS & COMPLAINTS

Initiate the resolution process by reaching out to us through the contact details provided. Share the details of your concern with us, and we will work promptly to understand and address the issue and respond to you in writing.

You can contact us by whichever of the following means best suits you:

Carnevale Mortgage Solutions Pty Limited

Att: Dominic Carnevale 

Managing Director | Senior Mortgage Broker 

Email:       dominic@seekingfinance.com.au

Phone:     1800 931 774

Mail:          Carnevale Mortgage Solutions Pty Limited

                    PO BOX 104 

                    Neutral Bay, NSW 2089

                    Australia 

Please be assured that we take every concern seriously, and our team is dedicated to finding a fair and efficient resolution for you, if you are not satisfied with your complaint made in writing to Seek Finance and feel your concern is not resolved, then please follow the below steps.  

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THE INTERNAL DISPUTE RESOLUTION PROCESS 

PLEASE COMPLETE THE 3-STEPS BELOW

If for any reason, you do not feel that you have received the highest standard of care from us at Seeking Finance, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

STEP 1:

You can contact us by whichever of the following means best suits you:

Email: complaints@finsure.com.au

Phone: 1300 346 787 (Option 3)

Mail: Complaints Officer
Finsure Finance and Insurance Pty Ltd Limited
Level 24, 52 Martin Place
Sydney NSW 2000

STEP 2:

We will do our utmost to resolve the matter in a timely fashion. If we cannot resolve the matter promptly due to its complexity, you will be advised in writing.

STEP 3:

If you are still not satisfied with the outcome, you can refer your concern to an independent external Dispute Resolution Scheme whose details appear below.

NEED AN UPDATE ON YOUR COMPLAINT? 

If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.

RESOLUTION TIMEFRAME

We will acknowledge your complaint within one business day and try to resolve your complaint within five business days. If we are unable to resolve your complaint within that timeframe, we will complete our investigation into your complaint and will write to let you know the outcome and the reasons for our decision within 30 days.

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TAKING IT FURTHER 

The Credit & Investments Ombudsman (CIO) was established to assist in dispute resolution between clients and members of the financial services industry, which includes mortgage managers and providers of financial products. Services are free to consumers.

HOW TO CONTACT THE CREDIT & INVESTMENTS OMBUDSMAN:

Website: www.cio.org.au

By phone: 1800 138 422

By Fax: 02 9273 8440

Mail: PO Box A252, South Sydney, NSW 1235

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FORMAL ACCREDITATIONS

CARNEVALE MORTGAGE SOLUTIONS PTY LIMITED

Australian Business Number is 55 618 012 123. 

Authorised Credit Representative 497929.

Australian Credit License 384704.