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Complaints Policy



At SMS Finance 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 members of the Mortgage & Finance Association of Australia (MFAA), Commercial Asset Finance Brokers Association of Australia (CAFBA) and as such we are also subject to the requirement to have in place an Internal Dispute Resolution procedure.

Receiving complaints

You can lodge complaints by contacting John McNamara, the Complaints Officer by:

  • telephoning 07 5430 0900
  • e-mailing
  • writing to PO Box 56 Cotton Tree Qld 4558

Or Colin Mason, the Deputy Complaints Officer by:

  • telephoning 07 5430 0900
  • e-mailing
  • writing to PO Box 56 Cotton Tree Qld 4558

or by speaking to any representative of our business who will refer you to the Complaints or Deputy Complaints Officer.

You should explain the details of your complaint as clearly as you can and include:

  • Details of the complaint
  • Employees that you may have already spoken with
  • Relevant dates and times
  • Relevant documentation


You may do this verbally or in writing.

When we receive a complaint, we will acknowledge receipt of your complaint and 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.


Time Frames

It will always be our intention to resolve any complaint within the shortest possible time frame.

Once all information is to hand, we will investigate your complaint thoroughly and inform you of the outcome as soon as possible.

However if we are unable to provide a response within 45 days of the complaint a written explanation as to why will be provided


Our external dispute resolution scheme

If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme.  Our external dispute providores:

Credit and Investments Ombudsman

PO Box A252 Sydney South NSW 1235

Phone 1800138422

Fax 02 92738455





External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.


Recent Awards
  • Colin Mason - 2016 MPA Top 100 Brokers
  • Colin Mason - Australia's Top 50 Elite Business Writers 2016
  • Top 15 Broker Group of The Year Award 2016 - QLD, NT & NTH NSW
  • 2016 Westpac Broker Business Excellence Awards
  • AFG Top 5 Mortgage Broker in QLD, NT & NTH NSW
  • John McNamara - QLD, NT & NTH NSW Best Broker in Commercial Business 2015/16
  • John McNamara - Commonwealth Bank Diamond Broker 2015
  • John McNamara - QLD Broker of the Year 2013/14 - 3rd Place
  • AFG Queensland Commercial Loan Writer of the Year 2013/2014 1st Place
  • AFG Queensland Broker of the Year 2013/2014 3rd Place
  • AFG Qld Commercial loan writer award 2012/2013 1st Place
  • John McNamara - ANZ Performance Excellence Award
  • AFG Qld loan writer of the year award 2012/2013 1st Place
  • AFG Qld Commercial writer award 2011/2012 1st Place
  • Commonwealth Bank's - number 1 broker in Queensland for business volume, Commercial finance and Equipment finance
  • Westpac's number 3 broker in Queensland for quality and service in Equipment finance
  • Capital Finance's number 1 broker in Queensland for quality and service in Equipment finance
  • ANZ Awarded to John McNamara In recognition of Performance Excellence 2013
  • John McNamara - 2nd Place QLD Loan Writer of The Year 2012/13
  • John McNamara - 1st Place QLD Commercial Writer Award 2011/12 & 2012/13
Contact Us

Maroochydore Office:
Suite 13 The Sebel
20 Aerodrome Rd
Maroochydore QLD 4558

Postal Address:
PO Box 56
Cotton Tree QLD 4558

Free Call 1800 002 311

Phone (07) 54 300 900
Fax (07) 54 300 999