LEVELHEADBusiness Advisors

Complaints

If something isn’t right, tell us.

We would rather hear about a problem and fix it. Here is how to raise a complaint and what happens next.

1. Tell us first

Contact Nick directly. You can complain in whatever way suits you:

Tell us what happened, what you would like us to do, and any documents that help. You don’t need to use any particular form or words.

2. How we handle it

  • We acknowledge your complaint within one business day of receiving it, or as soon as practicable.
  • We investigate fairly, keep you informed, and may ask for more information.
  • We aim to give you a written response within 30 calendar days. If we need longer, we will tell you why and when to expect it.
  • Making a complaint is free.

3. Complaints about credit assistance

Credit assistance is provided by Nicholas Clunes (Credit Representative 530711) through The Lending Lab Pty Ltd (Credit Representative 538291), authorised under Australian Credit Licence 387856. Complaints about finance we arranged are handled under the licensee’s internal dispute resolution process, and we will give you its details when you raise the complaint.

4. If you are not satisfied: AFCA

If your complaint about credit assistance is not resolved to your satisfaction within 30 days, or you are unhappy with our response, you can contact the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers and eligible small businesses.

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

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

5. Privacy complaints

If your complaint is about how we handled your personal information and you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Last updated 24 October 2026.