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Fox Home Loans Dispute Resolution Policy

Fox Home Loans is committed to building mutually beneficial long-term relationships in the financial services market by putting our service and the customer first. We value feedback on the products we offer, the service we provide and the people that provide these products and services as a means of identifying opportunities to improve our service. If you are dissatisfied with any aspect of our products, processes or services, please contact us.

Our team will make every effort to resolve your concerns. If our team are unable to assist, they will refer your concerns to their manager and if he or she cannot resolve your concerns, you may request that the matter be referred to our Internal Dispute Resolution Officer.

If the concern is about one of the insurance products offered on behalf of an Insurance company it will be referred to the insurance company to resolve. As an Authorised Representative, we are required to report such concern to the insurance company under the General Insurance Code of Practice.

The role of the Internal Dispute Resolution Officer is to investigate customer concerns and to make a final decision with a view to resolving the matter satisfactorily, in accordance with our internal dispute resolution process. The Officer usually has the authority to make a final decision and will notify you verbally within 24 hours, where a simple issue and solution is available, and in writing within 21 days where more complex issues may be involved.

Our internal dispute resolution process is free of charge to all our customers.

If you do not agree with our internal Dispute resolution process, you can contact the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678 (free call).

In writing to: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001.

If your complaint is about our collection & use of your personal information you may refer the matter to the Australian Privacy Commissioner who will investigate your concerns and make a decision at no cost to you. Contact details: GPO Box 5218, Sydney, NSW 2001; Ph: 1300 363 992; website: www.oaic.gov.au

If you require assistance in understanding how our internal dispute resolution process operates, contact our Internal Dispute Resolution Officer.

Internal Dispute Resolution Process

Contact Fox Home Loans via one of the following methods:

Phone: 1300 665 906

Email: compliance@foxfinancegroup.com.au

Post: Suite 14, The Corporate Centre, 13 Norval Ct, Maroochydore, Queensland, Australia, 4558

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