At Cumberland Home Loan Group, we believe that it is essential for our customers to be able to identify and deal with a professional who has the ability, authority and proper training to hear and respond appropriately to any complaints or disputes.  

Accordingly, we have an established Internal Dispute Resolution process

Receiving complaints

You can lodge complaints by contacting the Disputes Officer by:

·                    e-mailing  This e-mail address is being protected from spambots, you need JavaScript enabled to view it or

·                    in writing to P.O. Box 239 Parramatta NSW 2124

You should explain the details of your complaint as clearly as you can. When we receive a complaint, we will endeavour to resolve it promptly. We will observe the following principles in handling your complaint:

1. there is no mandatory requirement for face-to-face contact between you and us, although it may be helpful in obtaining a satisfactory resolution;

1. we expect that both parties will make a genuine attempt to resolve a complaint promptly;

1. 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;

1. we expect that both parties will act honestly with appropriate accurate disclosure of events and circumstances;

1. we expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame. 

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 resolution provider is COSL (Credit Ombudsmen Services Limited) phone 1800 138 422, www.cosl.com.au  External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.