Expert Lending believe that it is essential for our customers to be able to identify and deal with a Lending Specialist who has the ability, authority and proper training to hear and respond appropriately to any complaints or disputes. 

Expert Lending are a member of the Mortgage & Finance Association of Australia (MFAA) and as such we are also subject to the requirement to have in place an Internal Dispute Resolution procedure. 

Receiving complaints
You can lodge complaints by contacting Andrew Hill, Steve Moore or Karenza Hill as one of Expert Lending's Complaints Officers by:
•    telephoning 1300 887 748
•    e-mailing admin@expertlending.com.au
•    writing to Expert Lending, Shop 1.34, Orion Springfield Town Ctr, 1 Main Street, Springfield Central QLD 4300

or by speaking to any representative of our business who will refer you to one of the Complaints Officers.

You should explain the details of your complaint as clearly as you can.  You may do this verbally or in writing.

When Expert Lending receives a complaint, we will attempt to resolve it promptly.  We hope that in this way we will stop any unnecessary and inappropriate escalation of minor complaints. 

Expert Lending will observe the following principles in handling your complaint:

1. there is no requirement for face-to-face contact between you and us, although it may be useful for us to come to a satisfactory resolution;
2. we expect that both parties will make a genuine attempt to resolve a complaint promptly;
3. we expect that both parties will provide all essential and relevant information, documents, written statements and any other materials that may properly and reasonably be believed to assist in resolving the complaint;
4. we expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame. 

Our external dispute resolution scheme
If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme.  Our external dispute resolution provider is COSL (Credit Ombudsmen Services Limited) phone 1800 138 422, www.cosl.com.au.