Feedback & Complaints

1.What to do if you have a dispute or complaint

We hope you are delighted with our services, but if you have a complaint please let us know so we can work towards resolving it promptly and fairly.

You can make a complaint verbally or in writing by contacting your Ironbark Advice adviser directly, or by using any of the following:

• Email: resolutions@lmg.broker
• Phone: 1800 275 564 (toll free) — Monday to Friday, 9am to 5pm (AEST)
• Mail: Resolutions, Level 28, 35 Collins Street, Melbourne VIC 3000

If you require accessibility assistance, including language and translation support, please use the details above so we can help.

2.External Dispute Resolution Scheme

If we do not reach an agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA).

You can contact AFCA using any of the following:

• Online: www.afca.org.au
• Email: info@afca.org.au
• Telephone: 1800 931 678 (toll free)
• Mail: GPO Box 3, Melbourne VIC 3001

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further.

You can obtain further details about our dispute resolution procedures, and obtain details of our privacy policy, on request.

For general enquiries regarding our website terms, please contact us on 1300 597 878. For any formal complaints, privacy disputes, or concerns regarding our promotional campaigns, please contact our Resolutions Team on 1800 275 564. We acknowledge all complaints promptly and aim to provide a final internal resolution response within 30 calendar days.