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Feedback & Complaints

We're committed to hearing you when something isn't right, and to putting it right quickly and fairly.

Our commitment

If you have a concern, complaint or piece of feedback about our service, we want to hear it. We take every complaint seriously and aim to resolve issues quickly, fairly and without cost to you.

Step 1 — Contact us first

The fastest way to have your concern resolved is to raise it with us directly. Please contact:

Ascendra Financial — Complaints
Email: diana.hemmad@ascendrafinancial.com.au
Phone: 0488 285 379
Post: Suite 1.34, 90–96 Bourke Road, Alexandria NSW 2015

When you contact us, please include:

  • Your full name and best contact details
  • A summary of what happened and when
  • What outcome you're seeking
  • Any relevant supporting documents

We will acknowledge your complaint within 1 business day and aim to provide a substantive response within 21 days. If your complaint is complex and needs longer, we will let you know why and give you a revised timeframe (no later than 30 days from receipt).

Step 2 — Escalate to our licensee

If you are not satisfied with our response, you can escalate your complaint to our aggregator and licensee:

LMG Broker Services Pty Ltd
Loan Market Group — Complaints Team
Email: complaints@lmg.broker
Phone: 1300 320 550

Step 3 — External dispute resolution

If your complaint is not resolved to your satisfaction after going through the steps above, you have the right to escalate to the Australian Financial Complaints Authority (AFCA). AFCA is a free and independent external dispute resolution scheme.

Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Website: afca.org.au
Post: GPO Box 3, Melbourne VIC 3001

Privacy complaints

If your complaint relates specifically to how we have handled your personal information under the Privacy Act, you can also contact the Office of the Australian Information Commissioner (OAIC):

Phone: 1300 363 992
Website: oaic.gov.au

General feedback

Not a complaint, just want to share a thought or a testimonial? We'd love to hear from you at diana.hemmad@ascendrafinancial.com.au.