Complaints & Dispute Resolution
How to Lodge a Complaint
Follow these steps to submit a complaint. We aim to resolve all complaints fairly and promptly.
Contact Us First
Start by reaching out to us directly by email or phone. Tell us whether your complaint is about this site or about credit assistance from a broker you were connected with. We want to hear about your concern and resolve it as quickly as possible.
We Acknowledge Your Complaint
We will acknowledge your complaint within 1 business day and assign a dedicated complaints officer to your case. You will receive their name and direct contact details.
We Investigate
Your complaints officer will thoroughly investigate the matter, reviewing all relevant records, communications, and circumstances. They may contact you for additional information.
We Provide a Response
We aim to resolve complaints within 30 calendar days. You will receive a written response outlining our findings, any remedial action, and your options if you are not satisfied with our response.
Complaints Contact Details
You can reach our complaints team through any of the following channels.
Phone
Complaints Officer
AM Marketing Group Pty Ltd
0455 221 921
Response Time
Acknowledged within 1 business day.
Resolved within 30 calendar days.
Internal Dispute Resolution
How complaints about this site, and about credit assistance, are handled.
Your Finance Guide is committed to resolving complaints about this site, and about enquiries made through it, fairly and promptly. Your Finance Guide is a publisher. It does not hold an Australian Credit Licence and is not a member of AFCA.
A complaint about credit assistance (for example, a broker's recommendation or a loan application) is handled by the licensed broker that provided it, under its own obligations under the National Consumer Credit Protection Act 2009 (NCCP Act) and ASIC Regulatory Guide 271 (RG 271), and its own AFCA membership. You can send it to us and we will pass it to the broker within 1 business day.
When we receive a complaint about this site, we will:
- Acknowledge your complaint within 1 business day.
- Assign a dedicated complaints officer who was not involved in the matter.
- Investigate thoroughly and impartially, considering all available information.
- Keep you informed of the progress of your complaint.
- Provide a written response within 30 calendar days, including our findings and any remedial action.
- Tell you where to take the matter next, including AFCA if your complaint is about credit assistance and the broker does not resolve it.
- Your full name and contact details.
- A description of what happened and when.
- The names of any staff members involved (if known).
- Any supporting documentation (emails, letters, loan documents).
- What outcome you are seeking.
External Dispute Resolution
If a licensed broker does not resolve your complaint, you can escalate to AFCA.
Australian Financial Complaints Authority (AFCA)
AFCA is an independent external dispute resolution scheme. If your complaint is about credit assistance from a licensed broker, and you are not satisfied with the broker's response, or it has not responded within 30 days, you can lodge a complaint with AFCA free of charge.
AFCA Contact Details
Licensed entity we work in conjunction with
- Your complaint is about credit assistance and you are not satisfied with the licensed broker's response.
- The broker has not responded to your complaint within 30 calendar days.
- You believe the broker has not handled your complaint fairly or properly.
- AFCA's service is free to consumers and small businesses.
Licensing and regulation
Your Finance Guide is a publisher and is not licensed to provide credit assistance. It works in conjunction with ALG Australian Lending Group (ACL 505575), which is regulated under the laws below.
ALG licence details
Key Legislation
- National Consumer Credit Protection Act 2009 (NCCP Act)
- National Credit Code (Schedule 1 of NCCP Act)
- ASIC Regulatory Guide 271, Internal Dispute Resolution
- Privacy Act 1988 (Cth)
- Australian Securities and Investments Commission Act 2001
If you have a complaint about this site or an enquiry made through it, contact Your Finance Guide at hello@yourfinanceguide.com.au. A complaint about credit assistance is handled by the licensed broker that provided it, under its own dispute resolution obligations. If the broker does not resolve it, you can contact the Australian Financial Complaints Authority (AFCA) at www.afca.org.au or 1800 931 678. Your Finance Guide does not hold an Australian Credit Licence and is not an AFCA member.
Your Finance Guide works in conjunction with The Mortgage Group Pty Ltd trading as ALG Australian Lending Group (Australian Credit Licence 505575), Credit Representative (CR 392527) of Finance and Systems Technology Pty Ltd (ACN 092 660 912). Your Finance Guide is the publishing brand and is not licensed to provide credit assistance.
WARNING: This comparison rate is true only for the example given and may not include all fees and charges. Different terms, fees, or other loan amounts might result in a different comparison rate. Comparison rates are calculated on a secured loan of $150,000 over 25 years for home loans, a loan of $30,000 over 5 years for car and personal loans, and $50,000 over 5 years for equipment finance, unless the lender states another basis.