Complaints & dispute resolution.
How to raise a complaint with Maverick Wealth, how we handle it, and how to escalate it externally if you are not satisfied with our response.
Last updated·28 May 2026
How you may lodge a complaint
You can lodge a complaint with us by any of the methods below. There is no fee. We will treat your complaint confidentially, fairly, and without retaliation.
You may have a representative (a family member, friend, lawyer, support service, or any other person) lodge a complaint on your behalf.
Dealing with complaints
Once you have lodged a complaint, we follow a three-step process:
- 01
Acknowledgement within 1 business day
We will confirm receipt of your complaint within 1 business day (in writing if you contacted us in writing, or by phone if that was your method of contact). The acknowledgement will include the name and contact details of the person handling your complaint and confirm the response timeframes set out below.
- 02
Assessment and investigation
We investigate your complaint fully and fairly. We will request any additional information from you if needed, and we may contact third parties (such as lenders) involved in the issue with your consent. We aim to resolve straightforward complaints quickly; more complex ones may require additional time, which we will tell you about clearly.
- 03
Written final response
We will provide our final response to your complaint in writing, including the outcome of our investigation, the reasons for our decision, and your right to escalate to the Australian Financial Complaints Authority (AFCA) if you are not satisfied.
Response timeframes
We follow the timeframes set by ASIC Regulatory Guide 271 (Internal Dispute Resolution):
30 days
Calendar days from the date the complaint is received.
21 days
Faster timeframe for hardship notices and default notices.
If we are not able to resolve your complaint within these timeframes, we will tell you why and when you can expect a response. You always have the right to escalate to AFCA at that point. See below.
Our external dispute resolution scheme: AFCA
If we do not reach agreement on your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). The AFCA scheme is a free service established to provide you with an independent mechanism to resolve specific complaints.
Maverick Wealth Pty Ltd is a member of AFCA (member number 118316). AFCA can consider most complaints about financial services, including credit assistance.
Australian Financial Complaints Authority (AFCA)
You can also raise a complaint about how we have handled your personal information with the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at www.oaic.gov.au.
