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

The Internal Dispute Resolution Process is a 3 step process.

Step 1:

Contact John Welch Dispute Resolution Manager:
By Phone: (02) 9748 7899
By Email: ask@castlegate.net.au
Mail: Level 2, 188 Silverwater, NSW, 2128

Step 2:

We will do our utmost to resolve the matter in a timely fashion. If we cannot resolve the matter promptly due to its complexity, you will be advised in writing.

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 & Investments Ombudsman (CIO) 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.cio.org.au
By phone: 1800 138 422
By Fax: 02 9273 8440
Mail: PO Box A252, South Sydney, NSW 1235