This policy provides information about our internal dispute resolution (IDR) process. Our IDR service is provided to you free of charge.
Key Mortgage solutions Pty Ltd ACN 099 319 436 Australian Credit Licence 381336 we believe that it is essential for us to have the ability, authority, and proper training to hear and respond appropriately to any complaints or disputes raised by our customers.
We 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 IDR process.
How you may lodge a complaint:
You can lodge complaints by contacting Richard Bland, ours Complaints Officer, by:
phoning: 0422 234 036
emailing richard@kemortgaesolutions.com.au
writing to: 24 Yambla Street CLIFTON HILL Vic 3068
You may also lodge a complaint by speaking to any representative of our business who will refer you to the Complaints Officer.
You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.
In order to assist complainants who might need additional assistance to lodge a complaint, we:
Dealing with complaints:
Our process for dealing with complaints is as follows:
Response timeframes:
Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint.
However, for some specific types of credit-related complaints, the following response timeframes apply.
We do not need to provide an IDR response to you if we close your complaint by the end of the fifth business day after receipt because we have:
However, we must provide a written IDR response for complaints closed by the end of the fifth business day after receipt if:
If we do not reach agreement on your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). You can contact the AFCA scheme:
The AFCA scheme is a free service established to provide you with an independent mechanism to resolve specific complaints.
Whether you need help financing a home, your dream car or perhaps a holiday overseas, Key Mortgage Solutions understands your needs and how to make sure your vision becomes a reality.
When you're in business, we understand that time is one of your most important assets. If you want your business to grow quickly, you don't have time to go chasing finance deals.
Key Mortgage Solutions can arrange all your equipment finance needs just speak to one of our staff members.
“We are so happy we went with Key Mortage Solutions. From Pre approval to settlement Richard was with us every step of the way. Every phone call and email was answered in a timely manner and nothing was too much trouble. Appreciate the check ins and the ongoing relationship we have moving forward.”
“Richard made the process of buying a house so much easier than what I expected. With the professionalism and knowledge we received I would high recommend using Key Mortgage Solutions to help with whatever you need, he was always available to help with whatever questions we had and gave us the best advice.”
“Myself and my partner had Richard work with us in our first home purchase. Words can’t express how happy we are with his professionalism and his advice. He made the first home buying experience smooth and easy for us and can’t recommend him highly enough. He would always take our call on the first ring and calm us through any scenarios or questions we had. Thanks Richard!”
“I have had dealings with Richard and his team for over 20 years. They are honest and very knowledgeable and I highly recommend you give them a try.”
“Key Mortgage Solutions got me the best rate at the bank I wanted to stay with when no one else could achieve it, not even business bankers!”
“Key Mortgage Solutions assisted me in obtaining a mortgage for my first property, in a smooth and timely manner. Would recommend to friends and family.”
“Richard was extremely professional and helpful! Couldn’t recommend highly enough, took so much stress out of purchasing our home!”
“We’ve worked with Richard and Ray at Key Mortgage Solutions to buy our first property in Victoria over 12 years ago. We’ve subsequently bought three other properties and re-mortgaged a number of times also in that time. Both consummate professionals who take great care and pride in the advice they share . They seek to intimately understand your bespoke needs when it comes to structuring the best finance solution for you. Always a pleasurable experience and they take the stress entirely out of the process of dealing with financial institutions. Could not rate the team at KMS anything less than 5 stars.”
“I have known Richard for over 20 years and have found him to be stellar in the way he proactively cares for me, his customer. Over this time he has remained in contact, checking in to ensure all was ok and if I required assistance with any of the services he can provide. I have referred Key Mortgage Solutions to friends and family with the comfort that they would provide to them the same attention that they have provided to me. In more recent times Richard has been able to negotiate a lower rate on my home loan, without the need to switch between providers.”
“KMS gave great financing advice and got us a great rate. KMS emphasised it is not just important to get a great rate, but to ensure the package fits both your current and future needs. We got both. Thanks KMS" 
“Key Mortgage Solutions have helped me with financing on several occasions and succeeded where sometimes others were not interested or did not care. I highly recommend Richard to anyone looking for innovative, difficult financing executed with an abundance of care and personal touch."
“Professional and very knowledgable"
“Richard was very helpful in facilitating my first home loan, he took all the stress and confusion away and provided excellent service and information! Thank you Richard!!"
“Working with Richard as first time home buyers was a very smooth and efficient process. Richard took us through the processes with care and patience, and was ready and available to answer any questions we had. Richard's sound advise and support through the stressful period of buying our first home was one of the best parts of the whole experience. Would highly recommend working with Richard!"
“Absolute pleasure to deal with. Richard and the team are very knowledgeable and always available for advice." 
