What to do if you have a dispute or complaint
We hope you are delighted with our services, but if you have a complaint please let us know so we can work towards resolving it promptly and fairly.
General Information Notice: The information provided on this site is on the understanding that it is for illustrative and discussion purposes only. Whilst all care and attention is taken in its preparation any party seeking to rely on its content or otherwise should make their own enquiries and research to ensure its relevance to your specific personal and business requirements and circumstances. Terms, conditions, fees and charges may apply. Normal lending criteria apply. Rates subject to change. Approved applicants only.
How to Make a Complaint
You can make a complaint verbally or in writing by contacting your broker directly or by using any of the following:
Resolutions, Level 28
35 Collins Street, Melbourne VIC 3000
Our Complaints Process
Acknowledgement within 24 hours
We will provide a written acknowledgement of receipt within 24 hours (1 business day) or as soon as practicable unless the complaint is otherwise resolved in the meantime.
We investigate
A senior team member reviews your complaint. If it relates to a third party (e.g. a lender), we may ask you to contact the relevant third party directly.
Final response within 30 days
We will ensure a final response is given as soon as possible, but within 30 days of receipt. For complaints involving default notices or urgent hardship applications, a final response is provided within 21 days.
Escalate to AFCA
If we cannot resolve within 30 days, we will notify you in writing with reasons for the delay and your right to refer to AFCA at any time.
External Dispute Resolution
If we do not reach an agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA).
External dispute resolution is a service established to provide you with a mechanism to resolve specific complaints. You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further.
Farzin Ghaffari Hesari is a credit representative (CRN 577919) of LMG Broker Services Pty Ltd ACN 632 405 504 Australian Credit Licence 517192. Consolidated Funding Group Pty Ltd (ACN 119 381 832) as trustee for Hesari Business Trust (ABN 23 623 634 518) t/as Fairbanks Financial Group. Our IDR process complies with ASIC Regulatory Guide 271. You can obtain further details about our dispute resolution procedures and our privacy policy on request.
Lodge a Complaint or Feedback
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