Disputes & complaints.

Internal Dispute Resolution (IDR)

If you have a concern about a product, service, or interaction with Maxfin, please raise it with us first. Most concerns can be resolved quickly through direct conversation.

How to raise a complaint

Complaints can be raised in any of the following ways:

• By email to admin@maxfin.com.au
• By phone on +61 403 895 110
• In writing to Maxwell Financial Services Pty Ltd, Hope Island, QLD 4212

Our IDR process

• Acknowledgement: we will acknowledge your complaint within one business day of receipt.
• Investigation: we will investigate your complaint thoroughly and impartially, and engage with you for any further information required.
• Written response: we will provide a written response to your complaint within 30 calendar days, in accordance with ASIC RG 271. If we cannot resolve the complaint within this timeframe, we will write to you to explain why.
• Outcome: our written response will set out our decision, the reasons for it, and your rights to escalate the complaint externally if it is not resolved to your satisfaction.

External Dispute Resolution (AFCA)

If your complaint is not resolved through Maxfin's IDR process, you may refer the matter to the Australian Financial Complaints Authority (AFCA).

Maxfin is a member of AFCA - member number 43442. AFCA provides fair and independent financial-services complaint resolution that is free for consumers.

Other escalation pathways

Privacy complaints

If your complaint relates specifically to a privacy concern, you may also refer the matter to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Industry conduct

Maxfin is a full member of the Mortgage and Finance Association of Australia (MFAA) and bound by the MFAA Code of Practice. Concerns about industry conduct may be referred to the MFAA at mfaa.com.au.

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