Firstfolio’s Internal Dispute Resolution Process

We recognise that sometimes things don’t go as planned. It is important to Firstfolio that we resolve your concern. If you have a matter that is in dispute or a complaint about Firstfolio you can use our Internal Dispute Process by contacting us as detailed in Step 1.

The Internal Dispute Resolution Process is a step process:

Step 1: Contact Firstfolio’s Dispute Resolution Manager:

By Phone: 1300 130 672

By Email: customer.service@firstfolio.com.au

In Writing: Firstfolio, PO Box R152, Royal Exchange NSW, 1225

Step 2: We will do our utmost to resolve the matter in a timely fashion. If we cannot resolve the matter promptly due to it’s complexity, you will be advised in writing. For further detail about our Internal Dispute Resolution process please access the following link.

Step 3: If you are still not satisfied with the outcome, you can refer your concern to an independent external Dispute Resolution Scheme whose details appear below.

External Dispute Resolution Service: The Credit Ombudsman Service Ltd (COSL) was established to provide assistance in dispute resolution between clients and members of the financial services industry, which include mortgage managers and providers of financial products. Services are free to consumers.

How to contact them:

Website www.cosl.com.au

By phone: 1800 138 422