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Do you have some feedback and concerns?

At AFG Home Loans, we aim to provide the very best service for our customers.

If you are not satisfied with our service please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently and effectively.

How do you lodge a complaint.

You can lodge a complaint by contacting Client Services by:

Emailclientservices@afghomeloans.com.au
Phone: 1800 629 948
Letter: PO Box 710, West Perth, WA 6872

The Client Services Team Leader has the necessary experience and authority to handle your complaint.

Please explain the details of your complaint as clearly as you can. If you need assistance explaining your complaint, please let the Client Services Team Leader know, so they can make the necessary arrangements.

How will we deal with your complaint.

When we receive a complaint, we will do our best to resolve it promptly.

To help us do this we ask that you provide:

  1. all essential and relevant information, documents, written statements and any other materials that may assist in resolving the complaint; and
  1. any additional information that we may reasonably request.

We ask that you provide any information that we request within a reasonable time frame.

What if you are not satisfied.

If you are not satisfied with our response to your complaint or we do not reach agreement within the prescribed timeframe, which is 30 days for most complaints and 21 days for complaints involving hardship, postponement of enforcement proceedings and default notices, you may refer the complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA).

AFCA contact details are:
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
Address: GPO Box 3, Melbourne VIC 3001

This is a free service which provides you with an independent mechanism to resolve certain complaints.

Align Enquiries

For all Align enquiries please call 1300 163 184 

or email Align Customer Care at loansupport@thinktank.net.au 

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Didn't find what you're looking for?

For all Align enquiries please call 1300 163 184 

or email Align Customer Care at loansupport@thinktank.net.au 

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Didn't find what you're looking for?

For all Align enquiries please call 1300 163 184 

or email Align Customer Care at loansupport@thinktank.net.au 

Didn't find what you're looking for?

For all Align enquiries please call 1300 163 184 

or email Align Customer Care at loansupport@thinktank.net.au 

Do you have some feedback and concerns?

At AFG Home Loans, we aim to provide the very best service for our customers. 

If you are not satisfied with our service, please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently, and effectively. 

How do you lodge a complaint? 

You can lodge a complaint by contacting Align Loan Support by: 

Email: loansupport@thinktank.net.au
Phone: 1300 163 184
Mail: 

PO Box 6125
North Sydney,
NSW 2059
 

Please explain the details of your complaint to a Loan Support team member as clearly as you can. If you need assistance explaining your complaint, please let the Loan Support Team Member know, so they can make the necessary arrangements. 

How will we deal with your complaint? 

When we receive a complaint, we will do our best to resolve it promptly. 

To help us do this we ask that you provide: 

  1. all essential and relevant information, documents, written statements and any other materials that may assist in resolving the complaint; and 
  1. any additional information that we may reasonably request. 

We ask that you provide any information that we request within a reasonable time frame. 

What if you are not satisfied? 

If you are not satisfied with our response to your complaint or we do not reach agreement within the prescribed timeframe, which is 30 days for most complaints and 21 days for complaints involving hardship, postponement of enforcement proceedings and default notices, you may refer the complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA). 

AFCA contact details are:
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
Address: GPO Box 3, Melbourne VIC 3001

This is a free service which provides you with an independent mechanism to resolve certain complaints. 

Edge Enquiries

For all Edge enquiries please call 1300 543 558
(Option 1) for Post-settlement/construction queries
and (Option 2) for Pre-settlement queries

or email the Edge Support Team at customercare@advantedge.com.au

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Didn't find what you're looking for?

For all Edge enquiries please call 1300 543 558
(Option 1) for Post-settlement/construction queries
and (Option 2) for Pre-settlement queries

or email the Edge Support Team at customercare@advantedge.com.au

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Didn't find what you're looking for?

For all Edge enquiries please call 1300 543 558
(Option 1) for Post-settlement/construction queries
and (Option 2) for Pre-settlement queries

or email the Edge Support Team at customercare@advantedge.com.au

Popular guides & tutorials

Didn't find what you're looking for?

For all Edge enquiries please call 1300 543 558
(Option 1) for Post-settlement/construction queries
and (Option 2) for Pre-settlement queries

or email the Edge Support Team at customercare@advantedge.com.au

Do you have some feedback and concerns?

At AFG Home Loans, we aim to provide the very best service for our customers. 

We are committed to providing a high level of service. However, there may be times where you may feel that this is not the case. We have a process to help resolve those disputes if you have a complaint. The effective handling of complaints and resolution of disputes is a key means of ensuring that the products and services offered by us are provided efficiently, honestly, and fairly. 

If you are not satisfied with our service, please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently, and effectively.

How do you lodge a complaint? 

You can lodge a complaint by contacting the Edge Support Team by: 

Email: complaints@advantedge.com.au  
Phone: +61 (3) 7035 7008  
Mail:  

Complaints and Disputes Resolution Officer
Advantedge Financial Services Pty Ltd
 
700 Bourke Street,
Docklands,
VIC 3008 
 

If you are unhappy with a product or service we provide, or the way we handle personal information about you we’d like to hear about it. 

You can do so by writing, calling or emailing us with your complaint. 

We may ask you to provide us with details of your complaint including: 

  • Your full name, address and contact phone numbers.
  • Your account number (if applicable).
  • A description of your complaint.
  • Any additional documentation or information that may support your complaint and help us to resolve it.
  • How you would like us to resolve your complaint.

We may ask for further information and request that you put the details of your complaint in writing to ensure your complaint is properly investigated. 

Where your complaint is in relation to a broker or mortgage manager, we may ask you to contact them to resolve the matter in the first instance.

Investigating your complaint and timeframes for response 

Most matters can be resolved quickly when you contact us. If your complaint requires it, we will investigate the matters you outline fairly and in a timely manner. 

We will inform you of the progress of our investigations. We will provide you with the outcome of the investigation and the reason/s for our decision or inform you when we require more time to complete the investigation. If your complaint is about the way, we handle credit information or credit eligibility information we hold about you, we may seek your agreement to extend the time for us to complete the investigation. 

A complaint will not be investigated by a staff member who is involved in the subject matter of the complaint. 

We will try to resolve the matter as soon as possible. We will acknowledge your request within 1 business day of receipt of the complaint or as soon as practicable with you in person, on the phone or in writing. If within 5 business days, we resolve the complaint to your satisfaction or can take no further action other than to provide an explanation and/or apology, we may not provide you with a written response, unless you request it or if your complaint relates to hardship. In most cases where your complaint cannot be resolved immediately, we will let you know in writing of the outcome usually within 30 days of receiving your complaint. In some cases, a different timeframe applies. 

If your dispute or complaint is credit-related involving default notices, hardship notices or requests to postpone enforcement proceedings, we’ll work towards resolving your dispute or complaint within 21 days. If we don’t have sufficient information about a hardship notice to decide, we’ll request the information within 21 days of receiving your complaint, and you’ll need to provide the information within 21 days of receiving the request. When we’ve received the information, we’ll provide our response within 21 days. If we don’t receive the information within the required 21 days, we’ll provide a response within next 7 days. If agreement is reached with you about a hardship notice or request to postpone enforcement proceedings, we’ll confirm the terms and conditions in writing within 30 days. 

If there is no reasonable opportunity for us to provide a response within the timeframes detailed above because your complaint is particularly complex and/or there are circumstances beyond our control causing complaint management delays, we’ll give you an advance notification informing you about the delay. 

What if you are not satisfied? 

If you are not satisfied with our response to your complaint or we do not reach agreement within the prescribed timeframe, which is 30 days for most complaints and 21 days for complaints involving hardship, postponement of enforcement proceedings and default notices, you may refer the complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA). 

AFCA contact details are:
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
Address: GPO Box 3, Melbourne VIC 3001

This is a free service which provides you with an independent mechanism to resolve certain complaints. 

Alpha Enquiries

For all Alpha enquiries please call 1300 247 033

or email the Alpha Support Team at afgservice@adelaidebank.com.au

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Didn't find what you're looking for?

For all Alpha enquiries please call 1300 247 033

or email the Alpha Support Team at afgservice@adelaidebank.com.au

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Didn't find what you're looking for?

For all Alpha enquiries please call 1300 247 033

or email the Alpha Support Team at afgservice@adelaidebank.com.au

Popular guides & tutorials

Didn't find what you're looking for?

For all Alpha enquiries please call 1300 247 033

or email the Alpha Support Team at afgservice@adelaidebank.com.au

Do you have some feedback and concerns?

At AFG Home Loans, we aim to provide the very best service for our customers. 

If you are not satisfied with our service, please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently, and effectively. 

How do you lodge a complaint? 

You can lodge a complaint by contacting the Alpha Support Team by: 

Email: Via secure email by logging into your e-banking 
Phone:  1300 652 220

How will we deal with your complaint? 

If you have a complaint, any of our staff can assist you with the feedback. They will be objective and proactive in responding to you in order to achieve fair, reasonable and timely outcomes. 

We will ensure that all complaints are fully documented, investigated, and resolved in a timely manner. Find the answers to frequently asked questions about our complaints process here.

What if you are not satisfied? 

If you are not satisfied with our response to your complaint or we do not reach agreement within the prescribed timeframe, which is 30 days for most complaints and 21 days for complaints involving hardship, postponement of enforcement proceedings and default notices, you may refer the complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA). 

AFCA contact details are:
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
Address: GPO Box 3, Melbourne VIC 3001

This is a free service which provides you with an independent mechanism to resolve certain complaints. 

Bright Enquiries

For all Bright enquiries please call 13 14 88

or email the Bright Support Team at clientservices@brighten.com.au

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Didn't find what you're looking for?

For all Bright enquiries please call 13 14 88

or email the Bright Support Team at clientservices@brighten.com.au

Popular guides & tutorials

Didn't find what you're looking for?

For all Bright enquiries please call 13 14 88

or email the Bright Support Team at clientservices@brighten.com.au

Do you have some feedback and concerns?

At AFG Home Loans, we aim to provide the very best service for our customers.

If you are not satisfied with our service, please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently, and effectively.

How do you lodge a complaint? 

You can lodge a complaint by contacting the Bright Customer Service Team by:

Email: clientservices@brighten.com.au

Phone:  13 14 88

Mail:

Brighten
PO BOX H338
Australia Square
NSW 1215 Australia

How will we deal with your complaint? 

If you have a complaint, any of our staff can assist you with the feedback. They will be objective and proactive in responding to you in order to achieve fair, reasonable and timely outcomes.

We will ensure that all complaints are fully documented, investigated, and resolved in a timely manner. Find the answers to frequently asked questions about our complaints process here.

What if you are not satisfied? 

If you are not satisfied with our response to your complaint or we do not reach agreement within the prescribed timeframe, which is 30 days for most complaints and 21 days for complaints involving hardship, postponement of enforcement proceedings and default notices, you may refer the complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA).

AFCA contact details are:
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
Address: GPO Box 3, Melbourne VIC 3001

This is a free service which provides you with an independent mechanism to resolve certain complaints.

Didn't find what you're looking for?

For all Bright enquiries please call 13 14 88

or email the Bright Support Team at clientservices@brighten.com.au

Options Enquiries

For all Options enquiries please call 1800 629 948

or email the Options Support Team at clientservices@afghomeloans.com.au

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Didn't find what you're looking for?

For all Options enquiries please call 1800 629 948

or email the Options Support Team at clientservices@afghomeloans.com.au

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Didn't find what you're looking for?

For all Options enquiries please call 1800 629 948

or email the Options Support Team at clientservices@afghomeloans.com.au

Popular guides & tutorials

Didn't find what you're looking for?

For all Options enquiries please call 1800 629 948

or email the Options Support Team at clientservices@afghomeloans.com.au

Do you have some feedback and concerns?

At AFG Home Loans, we aim to provide the very best service for our customers.

If you are not satisfied with our service, please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently, and effectively.

How do you lodge a complaint?

You can lodge a complaint by contacting the Options Customer Service Team by:

Email: customerservice@pepper.com.au
Phone: 137 377
Mail:

Pepper Money
PO Box 6186
North Sydney
NSW 2060

How will we deal with your complaint?

If you have a complaint or concern, then your first point of contact should be to discuss this with our customer service team, who are ready to help. They’re available 8:00am to 6:00pm, Monday to Friday AEST/AEDT. For more information click here.

What if you are not satisfied?

If you are not satisfied with our response to your complaint, or we do not reach agreement within the prescribed timeframe, which is 30 days for most complaints and 21 days for complaints involving hardship, postponement of enforcement proceedings and default notices, you may refer the complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA).

AFCA contact details are:
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
Address: GPO Box 3, Melbourne VIC 3001

This is a free service which provides you with an independent mechanism to resolve certain complaints.

What are you enquiring about?

Icon Enquiries

For all Icon enquiries please call 1800 467 483

or email the Icon Support Team at icon@afghomeloans.com.au

Lost or Stolen Card?

Do you have some feedback and concerns?

At AFG Home Loans, we aim to provide the very best service for our customers.

If you are not satisfied with our service, please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently, and effectively.

How do you lodge a complaint. 

You can lodge a complaint by contacting Client Services by:

Email: complaints@macquarie.com
Phone: 1800 899 485
Mail:

The Complaints Officer,
Macquarie Bank Limited,
GPO Box 4294,
Sydney NSW 1164

For more information about lodging complaints, click here.

What if you are not satisfied. 

If you are not satisfied with our response to your complaint or we do not reach agreement within the prescribed timeframe, which is 30 days for most complaints and 21 days for complaints involving hardship, postponement of enforcement proceedings and default notices, you may refer the complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA).

AFCA contact details are:
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
Address: GPO Box 3, Melbourne VIC 3001

This is a free service which provides you with an independent mechanism to resolve certain complaints.

What are you enquiring about?

Puma Enquiries

For all Puma enquiries please call 1800 181 878

or email the Puma Support Team at marelationshipsupport@macquarie.com

Do you have some feedback and concerns?

At AFG Home Loans, we aim to provide the very best service for our customers. 

If you are not satisfied with our service, please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently, and effectively.

How do you lodge a complaint. 

You can lodge a complaint by contacting Client Services by: 

Email: complaints@macquarie.com
Phone: 1800 899 485
Mail:

The Complaints Officer,
Macquarie Bank Limited,
GPO Box 4294,
Sydney NSW 1164 

For more information about lodging complaints, click here

What if you are not satisfied. 

If you are not satisfied with our response to your complaint or we do not reach agreement within the prescribed timeframe, which is 30 days for most complaints and 21 days for complaints involving hardship, postponement of enforcement proceedings and default notices, you may refer the complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA). 

AFCA contact details are:
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
Address: GPO Box 3, Melbourne VIC 3001 

This is a free service which provides you with an independent mechanism to resolve certain complaints. 

Precision Enquiries

For all Precision enquiries please call 1800 629 948

or email the Precision Support Team at clientservices@afghomeloans.com.au

Lost or Stolen Card?

Contact the AFG Home Loans Team

Haven’t found what you’re looking for? For existing customer general enquiries, please access our contact form below, submit your details, and we’ll be in touch soon.

Alternatively, if you would prefer to speak to someone directly, call us on 1800 629 948. We are available 8:30am to 7:00pm AEST, Monday to Friday (excluding national public holidays).

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This field is for validation purposes and should be left unchanged.

Contact the AFG Home Loans Team

Not yet a customer and haven’t found what you’re looking for? For general enquiries, please access our contact form below, submit your details, and we’ll be in touch soon.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.

Do you have some feedback and concerns?

At AFG Home Loans, we aim to provide the very best service for our customers.

If you are not satisfied with our service please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently and effectively.

How do you lodge a complaint.

You can lodge a complaint by contacting Client Services by:

Email: clientservices@afghomeloans.com.au
Phone: 1800 629 948
Mail: PO Box 710, West Perth, WA 6872

The Client Services Team Leader has the necessary experience and authority to handle your complaint.

Please explain the details of your complaint as clearly as you can. If you need assistance explaining your complaint, please let the Client Services Team Leader know, so they can make the necessary arrangements.

How will we deal with your complaint.

When we receive a complaint, we will do our best to resolve it promptly.

To help us do this we ask that you provide:

  1. all essential and relevant information, documents, written statements and any other materials that may assist in resolving the complaint; and
  1. any additional information that we may reasonably request.

We ask that you provide any information that we request within a reasonable time frame.

What if you are not satisfied.

If you are not satisfied with our response to your complaint or we do not reach agreement within the prescribed timeframe, which is 30 days for most complaints and 21 days for complaints involving hardship, postponement of enforcement proceedings and default notices, you may refer the complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA).

AFCA contact details are:
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
Address: GPO Box 3, Melbourne VIC 3001

This is a free service which provides you with an independent mechanism to resolve certain complaints.

Find a broker

We offer our loans exclusively through experienced AFG brokers via our broker network, making sure you receive a loan that meets your individual needs.