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Matrix Finance

Complaints & Dispute Resolution

We're committed to resolving any concerns you have quickly and fairly. If something hasn't gone right, please let us know — we take all feedback seriously.

Step 1 — Talk to us first

In most cases, the quickest way to resolve a concern is to raise it directly with your broker.

Step 2 — Internal Dispute Resolution (IDR) via AFG

If your concern cannot be resolved directly with us, it can be escalated to our licensee, Australian Finance Group Ltd (ACL 389087), under their Internal Dispute Resolution process:

When lodging a complaint, please provide all relevant information, documents, written statements and any other materials that may assist with resolution.

Response timeframes

  • Most complaints: responded to within 30 days
  • Hardship, postponement of enforcement and default-notice matters: responded to within 21 days

Step 3 — External Dispute Resolution (AFCA)

If you remain dissatisfied with the outcome or the handling of your complaint, you can refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent dispute resolution service.

Privacy complaints

If your concern relates to how we have handled your personal information, you can also contact the Office of the Australian Information Commissioner at oaic.gov.au.