If you are not satisfied with our service please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently and effectively.
You can lodge a complaint by contacting the Complaints Officer by:
Phone: 1300 130 987
Oxygen Home Loans
191 New South Head Road
Edgecliff NSW 2027
The Complaints Officer has the necessary experience and authority to handle your complaint.
Please explain the details of your complaint as clearly as you can. If you need assistance explaining your complaint, please let the Complaints Officer know, so they can make the necessary arrangements.
When we receive a complaint, we will do our best to resolve it promptly.
To help us do this we ask that you provide:
We ask that you provide any information that we request within a reasonable time frame.
If you are not satisfied with our response to your complaint or we do not reach agreement within the prescribed timeframe, which is 45 days for most complaints and 21 days for complaints involving hardship, postponement of enforcement proceedings and default notices, you may refer the complaint to our external dispute resolution provider.
On or before 31 October 2018, please refer the complaint to the Credit and Investments Ombudsmen (CIO):
Phone: 1800 138 422
From 1 November 2018, please refer the complaint to the Australian Financial Complaints Authority (AFCA):
Phone: 1800 931 678
This is a free service which provides you with an independent mechanism to resolve certain complaints.