At My Choice Finance, we have an established Internal Dispute Resolution process and aim to resolve any customer complaint as quickly and courteously as possible.

In the event that we are unable to reach a resolution with you, you will have access to the Credit Ombudsman Services Ltd (COSL), an external ASIC-approved dispute resolution process that is free to our customers>

Should you have a complaint, there are a number of ways you can contact us. Our promise to you is to treat you with respect, be friendly, fair and responsive:

Address your complaint in writing to:

The Complaints Person
My Choice Finance
Level 16/15 Castlereagh Street
Sydney NSW 2000

By Phone on: 02 9299 9139      Or      By Fax to: 02 9299 1887

GEM Home Loans Pty Ltd trading as My Choice Finance is a member of the Mortgage Finance Association of Australia (MFAA) and we have adopted its Internal Dispute Resolution Procedures. To view this document and our more detailed IDR Policy click here

We will make every effort to investigate your complaint in a timely manner, and to advise you of the outcome in writing as soon as possible.


If you consider your complaint has not been satisfactorily resolved, you can then refer it to the Credit Ombudsman Services Ltd, who can be contacted at:

Case Management
NSW 1235

Or telephone 1800 138 422

Or online at

Click here for Complaint Form

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