Complaints & Complaints

Complaints & Disputes

We aim to provide a high standard of service every time. If something hasn’t gone the way you expected, we want the chance to make it right, and there’s a clear process for raising a concern.

Step 1: Talk to Us First

Most concerns can be resolved quickly by talking directly with us. Please contact. Albert Waldron on 02 7904 9560 or hello@awesomelendingsolutions.com.au to explain your concern. You’re welcome to request a written response, even if the issue is resolved quickly over the phone.

Step 2: Our Internal Complaints Process

If your concern isn’t resolved straight away, we’ll formally register it as a complaint and manage it through our internal dispute resolution process. In line with ASIC requirements, we will:

• Acknowledge your complaint within 1 business day of receiving it
• Investigate your complaint thoroughly and fairly
• Provide a final response within 30 calendar days, unless there are exceptional circumstances delaying this, in which case we’ll explain why and keep you updated

Step 3: The Australian Financial Complaints Authority (AFCA)

If you’re not satisfied with our response, or if 30 days have passed without a resolution, you have the right to take your complaint to the Australian Financial Complaints Authority (AFCA), an independent, free external dispute resolution service.

• 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

AFCA membership numbers

Albertus Pty Ltd -Trading as Awesome Lending Solutions and Awesome Home Loans -63961
Albertus Waldron – 63957