Feedback & Complaints

What to do if you have a dispute or complaint

We hope you are satisfied with the services we provide. However, if you have a complaint, please let us know so that we can work towards resolving it promptly and fairly.

You can make a complaint verbally or in writing by contacting your broker directly, or by using any of the following contact methods:

Email: resolutions@lmg.broker
Phone: 1800 275 564 (toll free)
Monday to Friday 9am to 5pm AEST
Mail: Resolutions, Level 28, 35 Collins Street, Melbourne VIC 3000

LMG states that complaints will be acknowledged in writing within 24 hours, or one business day, where practicable, unless the complaint has already been resolved.

How your complaint will be handled

We will attempt to resolve your complaint promptly.

A final response will generally be provided as soon as possible and within 30 days of receiving the complaint.

For certain complaints involving default notices or urgent matters such as hardship applications, a final response is required within 21 days.

If your complaint relates to a third party, such as a lender, you may be asked to contact that third party directly.

If your complaint cannot be resolved within 30 days, you will be notified in writing of the reason for the delay and advised of your right to refer the complaint to the Australian Financial Complaints Authority (AFCA).

External Dispute Resolution

If your complaint is not resolved to your satisfaction, you may refer the matter to the Australian Financial Complaints Authority (AFCA).

AFCA is an ASIC-approved external dispute resolution scheme and provides an independent dispute resolution service.

You can contact AFCA using the following details:

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

External dispute resolution through AFCA is a free service.

You may refer your complaint to AFCA at any time. However, if the internal complaints process is still underway, AFCA may ask that the internal process be completed before considering the matter further.

Further information

Further details about our dispute resolution procedures and our Privacy Policy are available on request.

Last updated: 2 October 2026