Our commitment to you
StepUp Wealth is committed to providing high-quality mortgage broking services. We understand that sometimes things don't go as expected, and we take all complaints seriously.
If you are unhappy with any aspect of our service - including the advice we provided, the way we handled your application, or how we communicated with you - we want to hear from you. Complaints help us improve our service and ensure we continue to meet our obligations under the National Consumer Credit Protection Act 2009 (NCCP Act).
Our complaint handling process is free of charge. You will not be charged any fees for lodging a complaint or for us investigating it.
Step 1: Contact us directly
The first step is to contact us directly. We aim to resolve all complaints quickly and fairly at this stage.
What information to include
To help us investigate your complaint promptly, please include the following information:
- ✓Your full name and contact details
- ✓A clear description of the complaint, including what happened and when
- ✓The names of any StepUp Wealth staff members involved
- ✓Any relevant documents or correspondence (e.g. emails, loan documents)
- ✓What outcome you are seeking
Our response timeframes
We are committed to resolving complaints as quickly as possible. Our response timeframes are:
| Stage | Timeframe |
|---|---|
| Acknowledgement of complaint | Within 1 business day of receipt |
| Initial response / update | Within 5 business days |
| Final response (standard complaints) | Within 30 calendar days |
| Final response (complex complaints) | Within 45 calendar days (we will notify you if additional time is required) |
If we are unable to resolve your complaint within the timeframes above, we will contact you to explain the reason for the delay and provide an updated timeframe.
Step 2: External dispute resolution - AFCA
If you are not satisfied with our response, or if we have not resolved your complaint within 30 days, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA is an independent, external dispute resolution scheme. It is free for consumers to use, and its decisions are binding on financial firms (including mortgage brokers) up to certain monetary limits.
AFCA is available to consumers and small businesses. Time limits apply to lodging a complaint with AFCA. You generally have 2 years from the date of our final response to lodge a complaint with AFCA.
AFCA membership details
StepUp Wealth is a member of AFCA. Our AFCA membership details are:
As a Credit Representative, we operate under the Australian Credit Licence held by Vision Aggregation Pty Ltd, which is an AFCA member. Complaints about our credit assistance services can be referred to AFCA through this membership.
What AFCA can help with
AFCA can consider complaints about a wide range of financial services, including:
- ✓Credit assistance provided by a mortgage broker
- ✓Failure to act in your best interests
- ✓Misleading or deceptive conduct
- ✓Failure to disclose commissions or conflicts of interest
- ✓Unsuitable credit products recommended
- ✓Poor service or communication
- ✓Privacy breaches
AFCA's decisions are binding on financial firms up to certain monetary limits. There is no cost to you for using AFCA's service.
Step 3: FBAA complaints pathway
As a member of the Finance Brokers Association of Australia (FBAA), StepUp Wealth is also subject to the FBAA's Code of Practice and its complaints process.
If you are not satisfied with our response and prefer to escalate through the FBAA before or instead of AFCA, you may contact the FBAA directly:
The FBAA Code of Practice sets out the standards of professional conduct expected of FBAA members. The FBAA can investigate complaints about member conduct and take disciplinary action where appropriate.
Regulatory bodies
In addition to AFCA, you may also contact the following regulatory bodies if you have concerns about our conduct:
ASIC is the regulator responsible for the licensing and conduct of mortgage brokers under the NCCP Act.
asic.gov.au | 1300 300 630The OAIC handles complaints about privacy breaches and the handling of personal information under the Privacy Act 1988.
oaic.gov.au | 1300 363 992Contact us
We are committed to resolving your complaint fairly and promptly. Please don't hesitate to reach out: