Complaints & Dispute Resolution

How to Lodge a Complaint

If you have a complaint or concern, we encourage you to contact us directly. You can lodge a complaint by:

• Phone: +61 451 191 134
• Email: complaints@pathwaytoownership.com.au
• In writing: Sydney, NSW, Australia
• Using our contact form

Please provide as much detail as possible about your complaint, including relevant dates, reference numbers, and any supporting documentation.

Expected Timeframes for Response

We aim to acknowledge your complaint within 2 business days and provide a response within 21 business days. If your complaint is complex and requires more time, we will keep you informed of our progress.

If you are not satisfied with our response, you may escalate your complaint to external dispute resolution (see below).

Internal Dispute Resolution

We have internal processes to investigate and resolve complaints fairly. Our team will review your complaint, gather relevant information, and work with you to find a resolution. We are committed to treating all complaints seriously and resolving them promptly.

External Dispute Resolution

If you are not satisfied with our response to your complaint, you may refer it to an external dispute resolution scheme. In Australia, this may include:

• AFCA (Australian Financial Complaints Authority): An independent external dispute resolution scheme for financial services complaints. Contact details and eligibility criteria will be provided if applicable.
• Other relevant industry ombudsmen or dispute resolution bodies as applicable.

Note: Specific external dispute resolution options will depend on the nature of your complaint and our regulatory obligations. We will provide you with relevant information if your complaint cannot be resolved internally.