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COMPLIANCE

Complaints & Disputes

Last updated: May 2026

Halo Fortune Group Pty Ltd
Suite 902, Level 9, 3 Bowen Crescent, Melbourne VIC 3004

Halo Loan ("we") is committed to delivering professional, compliant, and transparent mortgage brokerage services. If you are dissatisfied with any aspect of our service, you have the right to lodge a complaint, which we will handle promptly and fairly under the process set out below. This policy is published in accordance with ASIC RG 271 (Internal Dispute Resolution standards) and our membership obligations to AFCA (Australian Financial Complaints Authority).

Step 1 — Lodge a complaint with us

Please contact us via any of the channels below. Provide your name, contact details, a description of the issue, and the outcome you are seeking:

We will acknowledge your complaint in writing within 5 business days and provide a substantive written response within 30 business days (and no later than 45 business days for complex matters). If we need to extend the response timeline due to complexity, we will tell you why.

Step 2 — Escalate to AFCA

If you are not satisfied with our response within 30 days (or our final response within 45 days), or if we have not responded within those timeframes, you may lodge a free complaint with AFCA. AFCA is the ASIC-approved external dispute resolution scheme; its determinations are binding on us.

AFCA's service is free for consumers and its decisions are legally binding on us. AFCA will typically require that you have first given us the chance to resolve the issue internally (Step 1), but in exceptional circumstances may accept a complaint directly.

Your privacy

We handle any personal information collected in connection with your complaint in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. See our Privacy Policy for details.

Compliance identity

  • Legal entity: Halo Fortune Group Pty Ltd
  • ABN: 51 167 597 122
  • ACN: 167 597 122
  • ACL: 483923
  • MFAA member: 660806
  • AFCA member: 45759

Updates to this policy

We will update this policy when regulations or our internal procedures change. Material updates will be flagged prominently on this page. Please review periodically. This policy is maintained and enforced by Halo Fortune Group Pty Ltd.