Legal

What to do if you have a dispute or complaint

We hope you’re happy with our service — but if something isn’t right, here’s how to raise it and what happens next.

You can make a complaint verbally or in writing, by contacting us directly or by using any of the following.

Step one — talk to us

Contact us on 07 3184 9966, by email at admin@loanshepherd.com, or in writing to 148 Merthyr Road, New Farm QLD 4005.

Step two — our licensee’s resolutions team

If we can’t resolve it, or you’d rather raise it with LMG Broker Services Pty Ltd directly, contact their resolutions team:

What happens next

  • We will provide written acknowledgement of your complaint within 24 hours (one business day) of receiving it, or as soon as practicable, unless it’s resolved in the meantime.
  • We will give you a final response within thirty (30) days of receiving your complaint.
  • For certain complaints — involving default notices, or urgent disputes such as hardship applications — a final response will be given within twenty-one (21) days.
  • If your complaint relates to a third party, such as a lender, we may ask you to contact them directly.
  • If resolving your complaint will take longer than 30 days, we will notify you in writing with the reasons for the delay and of your right to refer the complaint to the Australian Financial Complaints Authority (AFCA).

External Dispute Resolution Scheme

If we don’t reach an agreement on your complaint, you may refer it 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 provided at no cost to you, as an independent way to resolve specific complaints. You may refer a matter to AFCA at any time, though if our internal process is still under way, they may ask that it be completed first.

You can request further detail about our dispute resolution procedures at any time, and details of our Privacy Policy on request.