Complaints

Compliments and concerns

We welcome feedback and aim to handle complaints fairly, respectfully and promptly.

How to lodge a complaint

Please submit your complaint using the Contact Us enquiry form and address it to Deepak Chawla. Include enough detail for us to understand the issue and how you would like it resolved.

What happens next

We aim to acknowledge your complaint within 2 business days. We will investigate the matter and aim to provide a substantive response within 15 business days. If we need more time, we will provide a status update and an expected response timeframe.

If you are not satisfied

If you are unhappy with our response or the way your complaint has been handled, you may raise the matter with our authorising licensee, Australian Finance Group Pty Ltd (ACL 389087), or escalate it to the Australian Financial Complaints Authority (AFCA). AFCA is a free and independent external dispute resolution service. Information is available at afca.org.au. AFCA eligibility and process requirements apply.

Business and credit representative details

Innovative Finance Group is a registered business name of Landmark Finance Group Pty Ltd (ABN 16 679 125 378, ACN 679 125 378). Landmark Finance Group Pty Ltd (Credit Representative No. 561691) and Deepak Chawla (Credit Representative No. 515199) are authorised Credit Representatives of Australian Finance Group Pty Ltd (Australian Credit Licence 389087).