Complaints & Dispute Resolution Process

How can you make a complaint?
If you have a complaint about our service, please tell us. We are always striving to improve the
services we offer. We value your feedback.
Our three-step complaints process is as follows.
When we are acting in our capacity of authorised credit representative of Beagle Finance P/L
(Australian Credit License no. 383640) and providing financing services and advice:
1. Contact us directly at Prime Choice Mortgage to discuss your concerns. We treat your concerns
seriously and will try to resolve the issue to your satisfaction. We will try to resolve your issues
within three business days unless otherwise agreed with you. However, if you are not satisfied that your issue has been resolved by us then,
2. Please contact the Complaints Resolution Officer of our licensee at Beagle Finance Pty Ltd:
Compliance and Customer Service Manager
ph 1800 466 085
Level 24, 52 Martin Place, Sydney, NSW 2000 
When they receive a complaint, they will write to you to acknowledge your complaint within 5
business days. They attempt to resolve all complaints as quickly as possible. In the unlikely event
that they are still investigating your complaint after 45 days, they will write to explain why they are still investigating your complaint and to let you know when they expect to have completed their investigation.

3. If you are not satisfied with the outcome of your complaint, or you have not heard from us within 45 days, you may refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA can be contacted 1800 931 678 or online at or by mail Australian Financial
Complaints Authority GPO Box 3, Melbourne VIC 3001

If your concerns involve ethical conduct you may wish to consider raising your concerns with the
Mortgage Finance Association of Australia (MFAA) Ph 1300 554 817.
We always welcome compliments on our service, and it helps us to recognise the efforts of our
To send us a compliment now, please use the contact form or email to