What to Do If You Have a Dispute or Complaint

At Loan Firm, we strive to provide excellent service. However, if you’re ever unhappy with your experience, we encourage you to raise your concerns so we can address them in a prompt and fair manner.

You can make a complaint either verbally or in writing by contacting your broker or through the following channels:

• Email: resolutions@lmg.broker

• Phone: 1800 275 564 (toll-free) — available Monday to Friday, 9:00am to 5:00pm (AEST)

• Mail: Resolutions, Level 28, 35 Collins Street, Melbourne VIC 3000

If you need assistance — for example, with language support or accessibility — please reach out through the contact details above and we’ll be happy to help.

External Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may refer the matter to an external dispute resolution body approved by ASIC. We are a member of the Australian Financial Complaints Authority (AFCA), which provides a free and independent service for resolving complaints.

You can contact AFCA through:

1. Website: www.afca.org.au
2. Email: info@afca.org.au
3. Phone: 1800 931 678 (toll-free)
4. Mail: GPO Box 3, Melbourne VIC 3001

You may contact AFCA at any time. However, if your complaint is still being reviewed through our internal resolution process, AFCA may ask that the internal process be completed first before they proceed further.

If you would like more information about our complaint handling procedures or privacy practices, we can provide that upon request.