Internal Dispute Resolution.

EGAL Finance is a member of Financial Ombudsman Service (FOS).

• Under the FOS rules, FOS requires you to try to resolve your complaints with the Member of FOS (EGAL Finance) first, through our IDR process.
• If the matter is not resolved to your satisfaction through EGAL's Home Loans IDR procedures, then you are able to lodge the complaint with FOS for them to consider.
• EGAL Finance accepts consumer complaints via letter, telephone, fax, in person or via email.
• All forms of complaints mentioned above will be registered on an EGAL Incident Report Form (Complaint form) noting the date of the complaint and a file started in regard to the complaint.
• No fee is payable for an IDR service through EGAL Finance.
• Should a substantive response not be provided to you within 45 days, EGAL's Complaints Contact Person must give you, the consumer the reasons for the delay and advise you of your right to lodge a complaint directly with FOS.
• In receiving, investigating and deciding on a complaint, and in the recording of information for reporting purposes, EGAL Finance will respect your privacy by complying with our obligations under the Privacy Act 1998.

Complaints contact person/s:

t. 08 9470 1620

f. 08 9470 2348

e. Melissa.emery@emerygroup.com.au