We’re here to listen
and put things right.
If something has not met your expectations, please tell us. We will handle your concern fairly, respectfully and as promptly as possible.
Tell us what happened
You can raise feedback or make a complaint verbally or in writing. You may contact your Loan Firm broker first, or contact the LMG Resolutions team directly using one of the options below.
Please include your name, contact details and a clear description of your concern.
Phone
Toll-free, Monday to Friday, 9:00am–5:00pm AEST.
Resolutions
Level 28, 35 Collins Street
Melbourne VIC 3000
Need help making a complaint?
If you require language support, accessibility assistance or help explaining your concern, please let us know when you contact us.
A clear and fair process
We acknowledge your concern
We will record the matter and make sure it reaches the appropriate person.
We review the circumstances
We may contact you for further information so that we can properly understand what happened.
We provide an outcome
We will explain the outcome of our review and any action taken. Complaint handling is provided at no cost to you.
If you remain dissatisfied
Australian Financial Complaints Authority
AFCA provides a free and independent external dispute resolution service.
AFCA contact details
- Email: info@afca.org.au
- Phone: 1800 931 678
- Mail: GPO Box 3, Melbourne VIC 3001
When can I contact AFCA?
You may contact AFCA at any time. If our internal review is still underway, AFCA may ask that the internal process be completed first.
Loan Firm Pty Ltd ACN 675 426 632, trading as Loan Firm, is authorised under LMG Broker Services Pty Ltd Australian Credit Licence 517192.