Feedback and complaints

Last updated 3 November 2026

I want to hear from you, whether something went well or didn’t. If you have a complaint, I want to resolve it promptly and fairly. Complaining is free, and it won’t affect how I treat you.

What to do if you have a complaint

You can raise it with me directly, or with my licensee’s Resolutions team, whichever you prefer. You can complain by phone, email or post, verbally or in writing.

Talk to me

Eric Ng, Pace Home Loans
Phone 0468 387 878
Email eric@pacehomeloans.com.au

Contact the Resolutions team

The Resolutions team handles complaints for brokers authorised under QED Credit Services Pty Ltd, Australian Credit Licence 387856.

Email resolutions@lmg.broker
Phone 1800 275 564 (free call), Monday to Friday, 9am to 5pm AEST
Post: Resolutions, Level 28, 35 Collins Street, Melbourne VIC 3000

If you need help making a complaint, for example with language, translation or accessibility, use the same contact details and ask. Help is available.

What happens next

• Your complaint is acknowledged within one business day, or as soon as possible after that.
• You’ll get a final written response within 30 calendar days.
• If it needs longer because it’s complex, you’ll be told why, and how to go to AFCA in the meantime.

External dispute resolution: AFCA

If your complaint isn’t resolved to your satisfaction, you can take it to the Australian Financial Complaints Authority (AFCA). It’s free, independent and impartial. AFCA may ask that the internal process is finished before it considers your complaint, but you can contact AFCA at any time.

Australian Financial Complaints Authority
Website www.afca.org.au
Email info@afca.org.au
Phone 1800 931 678 (free call)
Post: GPO Box 3, Melbourne VIC 3001

Time limits may apply to complaints to AFCA, so act promptly or check the AFCA website for the limit that applies to you.

Privacy complaints

If your complaint is about how your personal information was handled, follow the same steps. You can also contact the Office of the Australian Information Commissioner on 1300 363 992 or at www.oaic.gov.au. See my privacy policy.

Financial hardship

If you’re having trouble making repayments, contact your lender as early as you can. Lenders have hardship processes and must consider your request. The National Debt Helpline, 1800 007 007, is free and independent.

Details of my dispute resolution procedures and privacy policy are available on request.