Complaints

At Citywide, we value our customers’ feedback. We believe that it is essential for our customers to be able to identify and deal with a broker who has the ability, authority and proper training to hear and respond appropriately to any complaints or disputes. We are committed to the effective handling of complaints and timely resolution of disputes. When we receive a complaint, we will attempt to resolve it promptly. We hope that in this way we will stop any unnecessary and inappropriate escalation of minor complaints. We will observe the following principles in handling your complaint:

  • There is no requirement for face-to-face contact between you and us, although it may be useful for us to come to a satisfactory resolution;
  • We expect that both parties will make a genuine attempt to resolve a complaint promptly;
  • We expect that both parties will provide all essential and relevant information, documents, written statements and any other materials that may properly and reasonably be believed to assist in resolving the complaint;
  • We expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.

If you wish to make a complaint, you have the option of writing to us at the following address:

  • Citywide Lending
  • Complaints Officer
  • Suite 31, 532-536 Canterbury Road
  • Campsie NSW 2194
  • Phone: (02) 9787 6555
  • Fax: (02) 9787 6444

Customer Details




Address




State




Contact details



Complaint Details

Product Type

What is the reason for your complaint

 Service provided by Citywide staff member




 Imprecise information provided by broker
 Service provided by broker
 Broker skill or knowledge
 Broker contact or conduct
 Fees and charges
 Delay in settlement
 Lender issue
 Incorrect setup of loan
 Fixed loan break or cost
 Interset rates
 Service Issue
 Other (please specify below)


Please advise us of your current customer experience:

Complaint Details



If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme who can be contacted at:

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