What to do if you are not happy with your mortgage broker's advice

Most broker relationships go smoothly, but if yours has not, whether that is slow communication, advice that feels off, or fees that were not clearly explained, there is a clear path for addressing it rather than just living with the frustration.

Start with a direct, written conversation

The fastest resolution path is usually raising the issue directly, in writing, with the broker. Vague verbal frustration is easy to brush past; a clear email outlining exactly what concerns you, whether that is a missed update, an unexplained fee, or advice you want reconsidered, gives the broker something specific to respond to and creates a paper trail if things need to escalate later.

Common issues and what tends to fix them

The recurring concerns raised about brokers generally fall into a few buckets: slow or inconsistent communication, fees or charges that were not clearly flagged upfront, and advice that felt rushed or poorly explained. Most of these are fixable with a direct conversation, since they often come down to expectations not being set clearly at the start rather than deliberate wrongdoing.

If direct contact does not resolve it

Step	What it involves
Written complaint to the brokerage	Most brokerages have an internal complaints process, often faster than external escalation
Check the broker’s disclosure documents	These list the external dispute resolution scheme the broker belongs to
Lodge a complaint with that scheme	An independent body that can review unresolved disputes
Consider switching brokers	Often possible, particularly before formal application submission

Every mortgage broker operating under Australia’s credit licensing framework must belong to an external dispute resolution scheme, and their disclosure paperwork will name which one. This exists specifically so unresolved complaints have somewhere to go beyond the brokerage itself.

Switching brokers partway through

If your concerns are serious enough that you no longer want to continue with a broker, switching is usually possible, especially if your application has not yet been formally submitted to a lender. It is worth asking the new broker what needs to be re-signed or re-authorised, since some steps may need to restart depending on how far along the original application was.

What to keep for your records

Keep copies of key communications, especially anything relating to fees, commission disclosure, or the reasoning behind a loan recommendation. If a complaint does need to escalate, having a clear written record makes the process faster and your position clearer.

Distinguishing a bad experience from a genuine breach

Not every frustrating experience points to a broker doing something wrong. A slow lender, a difficult property valuation, or a market moving faster than expected can all make a process feel bumpy without anyone acting improperly. The distinction usually comes down to whether the broker communicated honestly and kept you informed as circumstances changed, versus leaving you in the dark or providing advice that clearly did not fit your situation. Being clear with yourself about which one you are dealing with helps you decide whether a direct conversation is likely to resolve things, or whether a more formal complaint is warranted.

Rebuilding trust if you decide to stay

If your concerns get resolved through a direct conversation and you decide to continue with the same broker, it is reasonable to ask for more frequent updates or a clearer communication plan going forward, so the same issue does not resurface. Most brokers would rather adjust how they work with you than lose the relationship entirely, and a specific, agreed expectation tends to work better than a vague request to “communicate more.”

This is general information about how to raise concerns with a mortgage broker in Australia and is not legal advice. If your situation involves a significant financial loss or a suspected serious breach, consider seeking independent legal advice.

If you are considering switching, comparing options from the home page and reading our scoring method is a reasonable starting point for finding a broker with a stronger track record on communication and transparency, particularly if responsiveness was the core issue with your previous broker.