Capital Mortgage Group · Updated 28 October 2026

Complaints & AFCA

Capital Mortgage Group Pty Ltd welcomes feedback and complaints about our services. Making a complaint is free. You can complain by phone, email, post or by speaking with a member of our staff. You do not need to use a particular form.

How to contact us

Compliance and Complaints Handling Officer
Capital Mortgage Group Pty Ltd
Phone: 0409 190 055
Email: info@capitalmortgagegroup.com.au
Post: Level 1, Suite 1.01, 222 Pitt St, Sydney NSW 2000.

Please explain what happened, how we can contact you and the outcome you would like. You may provide supporting information, but you do not need every document before raising a concern.

What happens next

We acknowledge complaints promptly, ordinarily within 24 hours or one business day, or as soon as practicable. We consider your concern fairly, may ask for further information and keep you informed about its progress.

For standard complaints we generally provide a written internal dispute resolution response within 30 calendar days of receipt, explaining the outcome and reasons and your AFCA rights. Different or shorter timeframes may apply to particular complaints, including relevant credit default or hardship matters. If an applicable exception permits a delay, we provide the required delay notice, reasons and information about your right to contact AFCA.

Help to make a complaint

Tell us if you need language or accessibility assistance, or would like an authorised representative or support person to help you. We will discuss suitable assistance with you. You can complain without paying a representative.

External dispute resolution

Capital Mortgage Group Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA). AFCA provides a free, independent external dispute resolution service, subject to its jurisdiction and time limits.

If you are dissatisfied with our response or your complaint has not been resolved within the applicable timeframe, you may contact AFCA. You can also contact AFCA earlier to ask about your options; the standard 30-day response period is not a compulsory waiting period in every case.

Website: www.afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3, Melbourne VIC 3001.

Referrals and privacy complaints

We handle concerns about CMG’s own services, conduct and introductions. If your concern relates to a referred mortgage broker’s credit assistance, you may also contact that broker using its complaints process. Making a referral does not remove our responsibility to address complaints about our own conduct.

You can use the contact details above to make a privacy complaint. Our Privacy Policy explains additional privacy complaint options.