Compliments & Concerns

At Scale Mortgage, we always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.

We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.


Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.

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 email feedback to us [email protected] and we would be delighted to hear from you.


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

You can contact us by whichever of the following means best suits you: Complaints Handling Officer | Mob: 0459 310 060 | Email

If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint. We will acknowledge receipt of your complaint and confirm that the matter is being investigated. Once our investigation is complete, we will provide you with a detailed response in writing that includes the results of our investigation and the reason/s for our decision.

Third Party Products or Services:

If your complaint relates to a product or service acquired through a third party (for example, a lender) we may ask you to contact the relevant third party. They will deal with your complaint under their complaint resolution process.

If you are not satisfied with the resolution of your complaint by the third party under their complaint resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.

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.


We will try to resolve your complaint immediately. However, if this is not possible, we will ensure we treat you fairly and will work to resolve your complaint as soon as possible. Wherever possible, we will aim to provide our formal response to you within two weeks of receiving your complaint. In the rare event that we are still investigating your complaint after 45 days, we will write to you to explain why and to let you know when we expect to have completed our investigation.

Taking it further

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, you can have your complaint heard by an independent party, the Australian Financial Complaints Authority (AFCA). You can contact AFCA at:

1800 931 678 (free call) | Australian Financial Complaints Authority GPO Box 3 Melbourne, VIC 3001

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