Advantedge results reflect customer service record

by Ben Abbott03 Feb 2012

Advantedge general manager of broker platforms Steve Weston has said Advantedge's official complaint numbers confirm the business provides the highest levels of customer service.

Australian Broker reported today that the latest Credit Ombudsman Service (COSL) report, released yesterday, listed Advantedge as having received 74 customer complaints during 2010-11. Of these complaints, COSL said 10 had been resolved in favour of the complainant.

Weston said the result proved Advantedge's customer service record, given the size of the business.

"Advantedge has approximately 1.2 million borrowers within the wider business," Weston said.

"Given the nature of the business there will always be a small number of complaints, and to only have ten resolved in favour of the complainant given the scale of the business is a very good result.

"We always strive to provide the highest levels of customer service and the complaint numbers confirm that is the case," Weston said.

Many other bank lenders have complaints administered by the Financial Ombudsmans Service, making it difficult to make a comparison of complaints across the broader mortgage industry.

The Ombudsman itself said the numbers should only be taken in context. 

"The number and nature of complaints we receive about our members are influenced by a number of factors, including the size of the member’s business (our larger members will generally receive more complaints than our smaller members), and the period of the member’s membership with COSL," the report said.

Weston said that compared with other bank lenders, Advantedge had strong customer service.

"Had there been results that showed bank lender complaints compared with the nubmer of customers, Advantedge would have had the lowest number of complaints per customer," he said.