Disputes & Complaints
Last updated: July 2026
1. Tell us
We hope you're delighted with our service, but if something has gone wrong, please let us know so we can work towards resolving it promptly and fairly. Making a complaint is free, and you can do it verbally or in writing:
- Talk to me directly: Ugur Ozer · ugur@demir.loans · 0495 000 228
- Or contact LMG's resolutions team: resolutions@lmg.broker
- Phone: 1800 275 564 (toll free), Monday to Friday 8am–7pm (AEST)
- Mail: Resolutions, Level 28, 35 Collins Street, Melbourne VIC 3000
If you need accessibility assistance, including language help and translations, use any of the contacts above and we'll arrange it.
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 can't reach an agreement on your complaint, you can refer it to an ASIC-approved External Dispute Resolution (EDR) scheme. Our EDR provider is the Australian Financial Complaints Authority (AFCA):
- Online: afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678 (toll free)
- Mail: GPO Box 3, Melbourne VIC 3001
External dispute resolution is a free, independent service. You can go to AFCA at any time, though if our internal process is still under way, AFCA may ask for it to finish before taking the matter further.
4. More information
You can ask us at any time for further details about our dispute resolution procedures, or for a copy of our privacy policy.