We take your feedback seriously.
We hope you're delighted with our service — but if you have a complaint, we want to know so we can resolve it promptly and fairly.
How to make a complaint
You can make a complaint verbally or in writing by contacting your broker directly, or using any of the following channels:
resolutions@lmg.broker
Phone (toll free)
1800 275 564
Mon–Fri 8am–7pm (AEST)
Resolutions, Level 28, 35 Collins Street, Melbourne VIC 3000
Internal resolution timeline
Within 24 hours
Written acknowledgement of your complaint
Within 30 days
Final written response provided
Within 21 days
For urgent matters (default notices, hardship applications)
If we are unable to deal with the complaint because it relates to a third party (e.g. a lender), we may ask you to contact them directly. If your complaint will take longer than 30 days to resolve, we will notify you in writing with reasons for the delay and your right to refer to AFCA.
External Dispute Resolution — AFCA
If we do not reach an agreement on your complaint, you may refer it to an ASIC-approved External Dispute Resolution scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA). External dispute resolution is a free service that provides you with an independent mechanism to resolve specific complaints.
Website
www.afca.org.auPhone (toll free)
1800 931 678GPO Box 3, Melbourne VIC 3001