Making a complaint

Havenstone Mortgage & Finance is committed to the efficient and fair resolution of all client complaints as and when they are received. This level of fairness in treatment applies to all involved in any complaints or dispute process.

Havenstone Mortgage & Finance has two types of dispute resolution processes for clients:

• Internal Disputes Resolution; and
• External Disputes Resolution.

Internal Disputes Resolution

Our internal complaints handling system is easy to understand and in plain English. Havenstone Mortgage & Finance will make every effort to ensure that you have every opportunity to express your concern and complaint.

If you have a concern or complaint with us you may:

• Talk to your Havenstone credit representative: Catherine Simpson on 0498 692 676 or Meagan Morris on 0438 153 416, or email enquiries@havenstonemortgageandfinance.com.au
• Email our licensee, National Lending Group, at compliance@nlg.com.au
• Talk to our Complaints Manager by calling 1300 888 416
• Write a letter addressed to Level 7, 492 St Kilda Road, Melbourne VIC 3004

What happens next:

• Upon receipt of a concern or complaint we will discuss the issue with you and undertake any necessary investigation to resolve the issue.
• All client complaints will be responded to within 24 hours of receipt of the initial complaint.
• Unless unforeseeable circumstances arise, all client complaints are to be resolved within 30 days of receipt.
• If after this 30 day period the complaint remains unresolved, you will be informed in writing that your complaint cannot be resolved and we will inform you of your right to continue through an External Complaints Resolution Scheme of which National Lending Group is a member.

External Complaints Resolution (AFCA)

National Lending Group is a member of AFCA (Australian Financial Complaints Authority). Clients are free to make enquiries with AFCA to address any grievances they may have. Complaints can be lodged with AFCA electronically via their website, or in writing.

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Office hours: Monday to Friday 9.00am to 5.00pm (AEST)

Privacy complaints

If your complaint is about how we’ve handled your personal information, please see our Privacy Policy. You can also contact the Office of the Australian Information Commissioner at www.oaic.gov.au or 1300 363 992.

Need help?

If you need an interpreter, you can contact the Translating and Interpreting Service (TIS National) on 131 450. If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service at accesshub.gov.au.

Last updated: 1 October 2026