For mortgage brokers mentorship program: Grievance (complaints) procedure as per the new MFAA guidelines

The Grievance (Complaints) Procedure outlined below aims to provide a transparent and fair process for addressing any concerns or complaints related to our mortgage broker mentoring program. This procedure outlines the steps to be followed in the event of a grievance, from informal resolution to formal complaint processes. Keep in mind that this template is for guidance purposes only, and broker partners should make any necessary changes to suit their specific situation and ensure compliance with any applicable regulations.


  • The purpose of this Grievance (Complaints) Procedure is to provide a clear and fair process for addressing any concerns or complaints raised by mentees, mentors, or other stakeholders in relation to the mentoring program.

Informal resolution

  • Before initiating a formal complaint, parties are encouraged to attempt to resolve the issue informally through open communication and discussion with the relevant party. If the issue cannot be resolved informally, the complainant may proceed with the formal complaint process.

Formal complaint process

  • Submission of Complaint: Complainants should submit a written complaint to the director, [name of the director] at [name of the organisation]. The complaint should include:
    • Name and contact information of the complainant
    • Description of the issue or concern, including relevant dates and any supporting evidence
    • Details of any informal resolution attempts
    • Proposed resolution or desired outcome
  • Acknowledgment of Complaint: The complaints officer will acknowledge receipt of the complaint within 5 business days and may request additional information or clarification from the complainant if necessary.
  • Investigation: The complaints officer will conduct a thorough and impartial investigation of the complaint, which may include interviews with the parties involved, review of relevant documents, and consultation with any appropriate internal or external parties.
  • Decision: The complaints officer will make a determination on the complaint based on the results of the investigation and communicate the decision, along with any proposed resolutions or actions, to the complainant within [14] business days from the acknowledgment of the complaint.

Appeal process

  • If the complainant is not satisfied with the decision or proposed resolution, they may submit a written appeal to MFAA within 10 business days of receiving the decision. The appeal should include:
    • The original complaint and supporting documents
    • The decision made by the complaints officer
    • Reasons for the appeal and any additional evidence

    The appeals officer will review the appeal and issue a final decision within 14 business days of receiving the appeal. The decision of the appeals officer will be final and binding on all parties.

Confidentiality and record-keeping

    All complaints and appeals will be handled with the utmost confidentiality, and information will only be shared with those who have a legitimate need to know. Records of complaints and appeals will be securely maintained for a period of 5 years, in accordance with applicable data protection and privacy regulations.

    Please customise this template to fit your specific situation and ensure it complies with any applicable regulations or organisational requirements.