Disputes & Complaints

At Oracle Ezy Finance, we are committed to providing you with the highest standard of service. If at any point you feel we have not met our obligations, or you wish to raise a concern about our services, we encourage you to let us know. Your feedback helps us improve and we will always handle your complaint promptly, fairly and with transparency.

How to make a complaint?

If you have a dispute or complaint, please follow these steps:

Contact our office directly – Speak with our team at Oracle Ezy Finance to discuss your concern
Provide details in writing (if requested) – In some cases, we may ask you to provide your complaint in writing so we can properly investigate
Stay updated – If your complaint takes longer to resolve, we will keep you informed at every stage of the process

Complaints about Third-Party Products or Services

If your concern relates to a product or service provided by a third party (e.g. a lender), we may direct you to contact them directly

They will manage your complaint through their own complaints resolution process
If you are not satisfied with their outcome, you can escalate the matter to their External Dispute Resolution Scheme for independent review

Our commitment to keeping you informed

We will acknowledge your complaint within five (5) business days.
If your issue cannot be resolved within that timeframe, we will write to you outlining the next steps in our investigation.
Within 45 calendar days, you will receive a written response explaining:
- The outcome of our investigation
- The reasons for our decision
- Or, if additional time is required, an update on progress

If you’re still not satisfied

If you are unhappy with the resolution we provide, you have the right to escalate your complaint free of charge to an independent external body:

Australian Financial Complaints Authority (AFCA)

Telephone: 1800 931 678

Website: www.afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

AFCA provides a fair and independent complaint resolution service that is available to you at any stage. However, if our internal complaints process is still underway, AFCA may ask you to allow us to complete it before they step in.

Book a consultation with Oracle Ezy Finance today

Oracle Ezy Finance is your trusted mortgage broker in Epping and nearby suburbs helping individuals, families and businesses secure the right home loans, investment loans, commercial finance and personal loans with ease. We make lending simple, transparent and stress-free