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HDGS.AVE / LEGAL

FEEDBACK & COMPLAINTS

LAST UPDATED OCTOBER 2026

Our commitment

We want every client to be happy with our service. If something isn't right, please tell us. Most concerns can be sorted out quickly with a conversation, and we'll handle every complaint fairly, promptly and at no cost to you.

You don't need to use the word "complaint". If you tell us you're unhappy with our service, a loan we arranged, or how we handled your information, we'll treat it as a complaint.

How to make a complaint

You can raise a complaint verbally or in writing, in whichever way suits you.

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With us directly:

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With our licensee's complaints team (Complaints Officer, Broker ACL Pty Ltd):

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Please provide your name and contact details, what happened, and what you'd like us to do to put it right. If you need help making a complaint, for example an interpreter or support because of a disability, let us know and we'll help.

What happens next

Acknowledgement. We'll acknowledge your complaint in writing within one business day of receiving it, or as soon as practicable.

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Investigation. We'll look into what happened thoroughly and impartially, review the relevant records, ask for more information if we need it, and keep you updated.

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Our response. We'll give you a written response within 30 calendar days, setting out our decision, the reasons for it, and your right to take the matter further. If we can't respond within 30 days, we'll write to tell you why, when we expect to respond, and that you can take your complaint to AFCA.

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Hardship and default notices. If your complaint relates to financial hardship, a default notice or a request to postpone enforcement, we'll respond within 21 days.

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Complaints about a third party. If your complaint is about another party, such as a lender, we may ask you to raise it with them directly, and we'll help you do that.

External dispute resolution

If you're not satisfied with our response, or we haven't responded within 30 days, you can contact the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

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  • Website: www.afca.org.au

  • Email: info@afca.org.au

  • Phone: 1800 931 678 (free call)

  • Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

 

You can contact AFCA at any time, but AFCA may ask that you give us the chance to resolve your complaint first. Time limits may apply to complain to AFCA, so you should act promptly or check the AFCA website to find out if, or when, the time limit relevant to your circumstances expires.

Other options

Privacy. If your complaint is about how we've handled your personal or credit information, you can also contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992. See our Privacy Policy for details.

 

Industry body. HDGS.AVE is a member of the Finance Brokers Association of Australia (FBAA), member 363695. You can raise concerns about a member's conduct with the FBAA at www.fbaa.com.au.

Contact us

HDGS.AVE Pty Ltd · ACN 702 652 971 · AFCA member 125561 · FBAA member 363695

Credit Representative - CRN - 582477 of [Licensee name], Australian Credit Licence [ACL number]

Email: hello@hdgsave.com.au

Phone: 0423 118 958

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