Feedback & Complaints

At HB Loans, we are committed to providing exceptional service. If you are dissatisfied with our services, we encourage you to let us know so we can work towards resolving your concerns 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 details:

Email: resolutions@lmg.broker
Phone: 1800 275 564 (toll free)
Monday to Friday, 8:00am to 7:00pm (AEST)
Mail:
Resolutions
Level 28, 35 Collins Street
Melbourne VIC 3000

When we receive a complaint, we will attempt to resolve it promptly. We will acknowledge receipt of your complaint within one (1) business day, or as soon as practicable, unless the complaint has already been resolved.

We aim to provide a final response as soon as possible and within thirty (30) days of receiving your complaint. For certain complaints, such as those relating to default notices or hardship applications, a final response will be provided within twenty-one (21) days.

If we are unable to deal with your complaint because it relates to a third party (for example, a lender), we may ask you to contact the relevant third party directly.

If your complaint cannot be resolved within 30 days, we will notify you in writing, explain the reasons for the delay, and advise you of your right to refer the matter to the Australian Financial Complaints Authority (AFCA).

External Dispute Resolution

If you are not satisfied with the outcome of our internal dispute resolution process, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).

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

AFCA provides a free and independent dispute resolution service. You may refer your complaint to AFCA at any time. However, if our internal dispute resolution process is still underway, AFCA may request that our internal process be completed before considering the complaint.

Further information regarding our dispute resolution procedures and Privacy Policy is available upon request.