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Feedback& Complaint
What to do if you have a dispute or complaint?e Policy
This website policy includes a website that allows consumers to fill in questionnaires, forms andsurveys, loanWe hope you are delighted with our services, but if you have a complaint please let us knowso we can work towards resolving it promptly and fairly.
You can make a complaint verbally or in writing by contacting your broker directly or byusing any of the following:
- Email: resolutions@lmg.broker
- Phone: 1800 275 564 (toll free) Monday to Friday 8am to 7pm (AEST)
- Mail: Resolutions, Level 28 35 Collins Street Melbourne VIC 3000
When we receive a complaint, we will attempt to resolve it promptly. We will provide awritten acknowledgement of receipt of the complaint to the client within 24 hours (1 businessday) or as soon as practicable unless the complaint is otherwise resolved in the meantime.
We will ensure that a final response is given to you as soon as possible, but within thirty (30)days of receipt of the complaint. For certain types of complaints, involving “default notices”or urgent disputes such as “applications for hardship”, a final response must be providedwithin twenty one (21) days.
If we are unable to deal with the complaint as it relates to a third party (for example, alender), we may ask you to contact the relevant third party.
In cases where your complaint will take longer than 30 days to resolve, we will notify you inwriting with the reasons for the delay and of your right to refer the complaint to theAustralian Financial Complaints Authority (AFCA)
External Dispute Resolution Scheme
If we do not reach an agreement on your complaint, you may refer the complaint to an ASICApproved External Dispute Resolution (EDR) Scheme. Our external dispute resolutionprovider is the Australian Financial Complaints Authority(AFCA).
You can contact AFCA using any of the following:
WE COLLECT
You request a demo of Bearer
We call you
You use Bearer
You receive emails from us
You chat with us for customer support
You opt-in to marketing messages
- Online: www.afca.org.au
- Email: info@afca.org.au
- Telephone: 1800 931 678 (toll free)
- Mail: GPO Box 3, Melbourne Vic 3001
External dispute resolution is a free service established to provide you with an independentmechanism 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 becompleted before considering the matter further.
You can obtain further details about our dispute resolution procedures and obtain details ofour privacy policy on request.
