Complaints & Feedback
At Lime Money, we value our clients and are committed to providing the highest level of service. If you are not satisfied or have a concern, we encourage you to let us know so we can address it promptly, fairly, and with care.
How to Make a Complaint
You can make a complaint verbally or in writing by contacting your broker directly, or by using the details below:
What Happens Next
- We will acknowledge your complaint within 1 business day (or as soon as practicable) unless it is resolved sooner.
- We aim to provide you with a final response within 30 days of receiving your complaint.
- For certain types of urgent complaints (e.g. hardship applications or default notices), a final response will be provided within 21 days.
- If your complaint relates to a third party (such as a lender), we may ask you to contact them directly.
If a resolution takes longer than 30 days, we will contact you in writing with the reasons for the delay and inform you of your right to escalate the matter.
External Dispute Resolution – AFCA
If we cannot resolve your complaint to your satisfaction, you have the right to refer it to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme approved by ASIC.
AFCA provides a free and impartial service to help resolve complaints.
You can contact AFCA using the following:
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (toll free)
Mail: GPO Box 3, Melbourne VIC 3001
Email: info@afca.org.au
Phone: 1800 931 678 (toll free)
Mail: GPO Box 3, Melbourne VIC 3001
Additional Information
You may contact AFCA at any time, however, if our internal process is still underway, AFCA may ask you to allow us to complete it first.
Further details about our complaints handling process or our Privacy Policy are available on request or by visiting www.limemoney.com.au.
