Feedbacks and Complaints
What to Do If You Have a Dispute or Complaint
We strive to provide a high service standard and hope you had a wonderful experience and are delighted with our services. However, if you have a complaint, we encourage you to let us know so we can work towards a prompt and fair resolution.
You may lodge a complaint either verbally or in writing by contacting your broker directly, or via the following channels:
- Email: resolutions@lmg.broker
- Phone: 1800 275 564 (toll free), Monday to Friday, 8:00am to 7:00pm (AEST)
- Mail: Resolutions, Level 28, 35 Collins Street, Melbourne VIC 3000
Upon receiving your complaint, we will endeavour to resolve it as quickly as possible. We will acknowledge receipt of your complaint in writing within 24 hours (or one business day), or as soon as practicable, unless the matter has already been resolved.
We aim to provide a final response as soon as possible, and no later than 30 days from the date the complaint is received. For certain complaints—such as those involving default notices or urgent matters like financial hardship applications—we will provide a final response within 21 days.
If your complaint relates to a third party (for example, a lender) and we are unable to address it directly, we may ask you to contact the relevant party.
If we are unable to resolve your complaint within 30 days, we will notify you in writing, explain the reasons for the delay, and inform you of your right to escalate the matter to the Australian Financial Complaints Authority (AFCA).
External Dispute Resolution
If your complaint is not resolved to your satisfaction, you may refer it to an ASIC-approved external dispute resolution scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA).
You can contact AFCA via the following:
- Online: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678 (toll free)
- Mail: GPO Box 3, Melbourne VIC 3001
AFCA is a free and independent service established to assist in resolving eligible complaints. You may refer your complaint to AFCA at any time; however, if our internal dispute resolution process is still ongoing, AFCA may request that this process be completed before progressing your matter.
For further information about our dispute resolution procedures or to request a copy of our privacy policy, please contact us at support@financeiqaustralia.com.au.