We welcome your feedback and believe that your comments and your genuine concerns about our services and professionalism will help us to improve.
When we say “we”, “us” or ‘our” we mean one26 Pty Ltd, mba Pty Ltd and associated entities.
If you have feedback or a complaint about any aspect of our services, you should first contact the person who provided those services to you and outline your concerns.
If you are initially unable to resolve an issue then please contact our dedicated Complaints Resolution Officer:
Phone: 07 3352 9600
Fax: 07 3352 9688
Mail: Complaints Resolution Officer
Level 1 / 126 Montpelier Road
Newstead Qld 4006
To assist us in handling your complaint in a timely and efficient manner please provide full details of the complaint including:
- Your full name and contact details
- Our Representative's name
- Your Investor or loan account number
- Product provider (e.g. Insurer or Lender)
- Copies of relevant supporting documentation
- Clearly identify the resolution you are seeking
Once the complaint is received we will:
- Provide an acknowledgement within 48 hours
- Properly examine all matters raised
- Provide a full response within 45 days.
If you are not fully satisfied with this response, you have the right to take the complaint to an External Disputes Resolution scheme. Depending on the services we have provided, you should direct further concerns to:
For Financial Adviser related concerns:
Financial Ombudsman Service
For Mortgage Broking related concerns:
Credit Ombudsman Service
Phone: 1300 780 808
Facsimile: (03) 9613 6399
Postal: Financial Ombudsman Service
GPO Box 3,
Melbourne VIC 3001
Phone: 1800 138 422
Facsimile: (02) 9273 8440
Postal: Credit Ombudsman Service
PO Box A252
Sydney South NSW 1235
Please note: Each ombudsman has certain limitations on their jurisdiction to deal with complaints, and you will need to discuss with the relevant ombudsman whether your complaint falls within their jurisdiction.