What to do if you have a dispute or a complaint?

You can make a complaint verbally or in writing by contacting Lanie Conquest:

 

Via email:    lanie@surfcoastfinance.com.au

Via phone:   0418 938 646

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If you're not satisfied with the resolution offered, you can contact the Licensee by using any of the following:

• 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

 

If you require accessibility assistance, including language and translations, please use the details above so that appropriate support can be provided.

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External Dispute Resolution Scheme

If an agreement or resolution is not provided to your satisfaction, 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).

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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

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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.

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You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.