Complaints

Step 1: Talk to Ram

Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact Ram first and express your concerns. You can request a written response at this time, even if the complaint is resolved in the first 5 working days.

• Phone or WhatsApp: 0402 634 591
• Email: ram@lendsecure.com.au

Step 2: Complaints Officer

If the issue is not satisfactorily resolved within 5 working days by talking with Ram, we will apply our internal complaints process to manage your complaint appropriately. In this instance, the complaint will be internally escalated to our Complaints Officer. You may also contact the Complaints Officer directly.

• Name: Complaints Manager
• Phone: 08 9420 7888
• Email: compliance@afgonline.com.au
• Address: Level 11, 905 Hay Street, Perth WA 6000

Note: In some instances we may also be fulfilling the role of the Complaints Officer. This will not affect the capacity to have your complaint dealt with appropriately. By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum timeframe in which to provide a written response to you is 30 days, although in pursuit of best practice and the reputation of our organisation, we aim to resolve these issues in a much shorter time frame.

Step 3: External dispute resolution (AFCA)

Although we try hard to resolve a client's concern in the most considerate and direct manner, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute. This is then managed externally and independently.

The Australian Securities and Investments Commission external dispute resolution (EDR) process is available to you, at no cost at the contact details below.

• Name: AFCA (Australian Financial Complaints Authority)
• Phone: 1800 931 678
• Email: info@afca.org.au
• Online: www.afca.org.au
• Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Privacy complaints

Complaints about how your personal information has been handled can also be made to the Office of the Australian Information Commissioner: oaic.gov.au, 1300 363 992. See our Privacy Policy.