Complaints Resolution

Last updated: May 2026

At Upfront Mortgage Services, we are committed to providing you with the best possible service. If at any time we have not met our obligations, or you have a complaint about the service we provide, please let us know so we can work towards a resolution. We will deal with your complaint promptly, thoroughly, and fairly.

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Our Internal Dispute Resolution (IDR) Scheme

If you have a complaint, the following steps are available to you.

In the first instance, please contact Aaron Micallef:

• Email: aaron@upfrontmortgageservices.com.au
• Phone: 0422 532 029
• Business: Upfront Mortgage Services (Micallef Finance Pty Ltd)

We will acknowledge receipt of your complaint within 1 business day. If we are unable to resolve the complaint to your satisfaction within 5 business days, we will escalate the complaint to the Complaints Officer.

You can also contact the Complaints Officer directly as detailed below.

Complaints Officer

• Name: Mark Norman
• Address: 325 Churchill Ave, Subiaco WA 6008, Australia
• Phone: 08 9286 6888
• Email: compliance@spfgroup.com.au

Within 30 calendar days from the date you lodged the complaint with us, we will write to you advising the outcome of the investigation and the reasons for our decision. If more time is needed to complete the investigation, we will inform you accordingly.

Our External Dispute Resolution (EDR) Scheme

If you do not think we have resolved your complaint to your satisfaction, or you have not heard from us within 30 calendar days, you may refer the matter to our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

You may also refer the matter to an EDR scheme at any time. However, if our IDR process is still in progress, they may request that our IDR process be completed before considering the matter further.

The Australian Securities & Investments Commission (ASIC) EDR process is available to you at no cost. Contact details are below.

Australian Financial Complaints Authority (AFCA)

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

Our Licensee AFCA Details

• Licensee: Mortgage Specialists Pty Ltd
• AFCA Member Number: 42176

Compliance Statement

Aaron Micallef is a Credit Representative (422073) of Mortgage Specialists Pty Ltd ACN 050 601 093 Australian Credit Licence 387025.

Upfront Mortgage Services. All rights reserved. ABN – 851 576 679 75 | ACN – 157 667 975 | License number – SFG – 387025 | Credit Representative – 422073. Micallef Finance Pty Ltd ABN 851 576 679 75 trading as Upfront Mortgage Services is authorised under Mortgage Specialists Pty Ltd ACN 050 601 093 Australian Credit Licence 387025.