The broking industry has among the fewest complaints of any segment in the financial services space, with just 0.4 per cent of all banking and finance complaints being about brokers in the financial year 2022. But what is it like to actually go through the process? In the second part of the AFCA: A common complaint series, Annie Kane takes a look at the broker experience
It’s a testament to the service that brokers provide that only a handful of banking finance complaints are about mortgage brokers. According to the Australian Financial Complaints Authority’s Datacube, just 60 complaints were made against mortgage brokers in the financial year ended June 2022 (the most recent full financial year data available at the time of writing). Of these, 39 progressed to case management (where AFCA determines whether it’s within their rules and something they can consider).
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Annie Kane is the managing editor of Momentum's mortgage broking title, The Adviser.
As well as leading the editorial strategy, Annie writes news and features about the Australian broking industry, the mortgage market, financial regulation, fintechs and the wider lending landscape.
She is also the host of the Elite Broker, New Broker, Mortgage & Finance Leader, Women in Finance and In Focus podcasts and The Adviser Live webcasts.
Annie regularly emcees industry events and awards, such as the Better Business Summit, the Women in Finance Summit as well as other industry events.
Prior to joining The Adviser in 2016, Annie wrote for The GuardianAustralia and had a speciality in sustainability.
She has also had her work published in several leading consumer titles, including Elle (Australia) magazine, BBC Music, BBC History and Homes & Antiques magazines.
The Adviser is the number one magazine for Australia's finance and mortgage brokers. The publications delivers news, analysis, business intelligence, sales and marketing strategies, research and key target reports to an audience of professional mortgage and finance brokers
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