Complaints & Dispute Resolution

Effective Date: 23-05-26

At Sonam Capital, we are committed to providing our clients with the highest level of service. If at any time you are dissatisfied with our services or believe we have not met your expectations, we encourage you to let us know so we can work towards a fair and timely resolution.

OUR INTERNAL DISPUTE RESOLUTION (IDR) PROCESS

We aim to resolve complaints promptly, fairly and efficiently.

How to Lodge a Complaint

You may submit your complaint using any of the following methods:

• By phone
• By email
• Through our website contact form
• In writing

Complaints Officer

Name: Mark Norman
Address: 325 Churchill Ave, Subiaco WA 6008, Australia
Phone: 08 9286 6888
Email: compliance@spfgroup.com.au

Complaint Handling Process

• We will acknowledge receipt of your complaint within 1 business day.
• We will attempt to resolve your complaint as quickly as possible.
• If we are unable to resolve the complaint within 5 business days, the matter may be escalated to our Complaints Officer.
• Within 30 calendar days of receiving your complaint, we will provide a written response outlining:
- The outcome of our investigation
- Reasons for our decision
- Any proposed resolution
- If additional time is required, the reason for the delay

OUR EXTERNAL DISPUTE RESOLUTION (EDR) PROCESS

If you are not satisfied with our response, or if you have not received a response within 30 calendar days, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA provides free and independent dispute resolution services for consumers.

Australian Financial Complaints Authority (AFCA)

Website: https://www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Address: GPO Box 3, Melbourne VIC 3001, Australia

AFCA Membership Details

Mortgage Specialist Pty Ltd
AFCA Member Number: 42176

Additional Information

You may contact AFCA at any time. However, if our internal dispute resolution process is still ongoing, AFCA may request that we complete our internal review before they formally consider the matter.

Policy Updates

We may update this Complaints & Dispute Resolution Policy from time to time. Any changes will be published on this page.