Complaints | Duty First Mortgages, How to Raise a Concern 
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Complaints

If something hasn't gone the way it should, we want to hear about it. Telling us costs nothing, and it gives us the chance to put things right.

Last updated 17-07-2026

Who this covers

This page explains how to complain about Duty First Mortgages Pty Ltd ABN 47 682 598 803, Credit Representative Number 564786, authorised under Australian Credit Licence 486112 held by Purple Circle Financial Services Pty Ltd. It covers complaints about our credit assistance, our service, this website, or how we have handled your personal information.

Step 1: Talk to us first

Most concerns can be sorted out quickly with a conversation. Get in touch however suits you:

It helps if you tell us what happened, when, and what outcome you are looking for, but don't worry if you're not sure. Just tell us in your own words and we'll take it from there.

What happens next

  • We will acknowledge your complaint promptly, usually within one business day.
  • We will look into it properly, keep you updated, and give you a clear response.
  • We aim to resolve complaints as quickly as possible, and in any case within 30 days. If a complaint is complex and needs longer, we will tell you why and keep you informed.

There is no charge for making a complaint, and raising one will never affect how we treat you.

Step 2: Our licensee

We provide credit assistance as a credit representative of Purple Circle Financial Services Pty Ltd, holder of Australian Credit Licence 486112. You can also raise your complaint with our licensee, and we will give you their contact details on request.

Step 3: External dispute resolution (AFCA)

If you are not satisfied with our response, or we haven't resolved your complaint within 30 days, you can take it to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and free dispute resolution for financial services complaints, and its decisions can be binding on us.

  • Website: afca.org.au
  • Phone: 1800 931 678 (free call)
  • Post: GPO Box 3, Melbourne VIC 3001

Privacy complaints

If your complaint is about how we have handled your personal information and you are not satisfied with our response, you can also contact the Office of the Australian Information Commissioner (OAIC). Website: oaic.gov.au. Phone: 1300 363 992. More detail on how we handle your information is in our Privacy Policy.