Disputes & Complaints
Last updated: October 2026
1. Tell us
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.
Making a complaint to us is free.
You can make a complaint verbally or in writing by contacting your broker directly or by using any of the following:
- Your broker: Ugur Ozer · ugur@demir.loans · 0495 000 228
- Email: resolutions@lmg.broker
- Phone: 1800 275 564 (toll free) Monday to Friday 8am to 7pm (AEST)
- Mail: LMG Resolutions, Level 26, 111 Eagle Street, Brisbane QLD 4000
If you require accessibility assistance (including language and translations), please use the details above so we can help.
2. What happens next
When we receive a complaint we will try to resolve it promptly. Here is what you can expect from us:
- We will acknowledge your complaint in writing within 24 hours (1 business day) of receiving it, or as soon as practicable, unless it has already been resolved by then.
- We will give you a final response as soon as possible, and in any case within 30 days of receiving your complaint.
- For certain complaints, including those involving a default notice, or urgent disputes such as an application for hardship, we will give you a final response within 21 days.
- If your complaint is going to take longer than 30 days to resolve, we will write to you explaining the reasons for the delay, and let you know that you have the right to refer the complaint to AFCA.
If your complaint relates to a third party, for example a lender, and we are not able to deal with it ourselves, we may ask you to contact that third party directly.
3. 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).
You can contact AFCA using any of the following:
- 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 independent 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.
4. More information
You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.