Disputes & Complaints
Disputes and complaints
If something hasn't gone the way it should have, we want to know. This page sets out how to raise a concern with us, what happens next, and how to escalate the matter externally if you're not satisfied with our response.
How to make a complaint
We hope you are happy with our service, but if something has fallen short we want the chance to put it right. You can raise a complaint with us verbally or in writing, in whichever way suits you.
The most direct way is to contact your broker:
You can also lodge a complaint directly with our aggregator’s resolutions team:
- Email: resolutions@lmg.broker
- Phone: 1800 275 564, Monday to Friday, 8am - 7pm AEST
- Mail: Resolutions, Level 28, 35 Collins Street, Melbourne VIC 3000
Our internal dispute resolution process
When we receive your complaint, we will work to resolve it promptly and fairly. Our process follows the timeframes set by our aggregator and Australian regulators.
Acknowledgement
We will acknowledge your complaint in writing within 24 hours of receiving it (one business day), or as soon as practicable, unless we are able to resolve the matter for you in the meantime.
Investigation and response
We aim to provide you with a final response as quickly as possible, and in any event within 30 days of receiving your complaint. For complaints involving default notices or urgent matters such as 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 deal with it directly, we may need to refer you to that third party so they can respond.
If we need more time
If your complaint cannot be resolved within 30 days, we will write to you to explain the reason for the delay, give you an updated timeframe, and let you know that you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA) at any time.
External dispute resolution - AFCA
If you are not satisfied with the outcome of our internal process, or your complaint has not been resolved within the relevant timeframe, you can refer the matter to AFCA. AFCA is the ASIC-approved External Dispute Resolution scheme that resolves complaints about financial firms.
You can refer your complaint to AFCA at any time, but if our internal process is still underway, AFCA may ask us to complete that process first.
Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001
Our AFCA member number: 43442
Privacy complaints
If your complaint relates specifically to how we have handled your personal information, please refer to the Privacy Policy for the privacy complaint process and details for the Office of the Australian Information Commissioner.
More information
You can request further details about our dispute resolution procedures, or a copy of our Privacy Policy, at any time by emailing rebecca@maxfin.com.au.