Introduction
We, Langley MercerPty Ltd are committed to providing all our customers with excellent service. However, if you or any customer believes we have not adequately met our obligations, or you have a complaint about any of our services; we encourage you to let us know so we can resolve to your satisfaction.
What is a complaint?
A complaint is defined in AS/NZS 10002:2014 and ratified by ASIC as “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff, or the handling of a compliant, where a response or resolution is explicitly or implicitly expected or
legally required.”
Any person who is dissatisfied with our service, for any reason, may contact us to complain. Sometimes we may receive negative feedback, which is not an actual complaint and as such may not require a resolution or formal follow up. Whilst we welcome feedback from all our
customers, this policy does not apply to feedback of this nature.
How to lodge a complaint
If you have a complaint to make and you have not been able to resolve it to your satisfaction with the staff member involved, we encourage you to let our Complaints Officer know via any of the following contact points:
• In writing to - 6 Lunar Cres Schofields 2762
• Via phone on +61 405 138 623
• Via email on [email protected]
• Via our website - www.langleymercer.com.au
When making a complaint, please provide the following information:
• Your name and contact details
• Details of the services we provided • The nature of the complaint
• Details of the employee involved
• Copies of any documentation or correspondence supporting the complaint
Extra assistance
Should any extra assistance be required to resolve this issue, including language interpretation please let our Complaints Officer know. We will then attempt to rectify any such challenge.
Our internal resolution processes
Upon receiving a complaint in writing, our Complaints Officer will attempt to contact the complainant within a maximum 24 hours, using the same medium that complaint was received or in a manner requested by complainant. This initial contact will be to at least acknowledge receipt of the complaint and our intent to investigate and resolve asap.
Subsequently, our Complaints Officer will proactively and respectfully address the matter directly with the complainant with an intent to resolve within 5 business days. Sometimes this will not be possible, but in all circumstances, we will formally respond in writing within a regulatory maximum of 30 calendar days from when the complaint was first received.
Within this 30 day period, and unless resolved to the complainant’s satisfaction within 5 business days, our Complaints Officer will put in writing the following details to the complainant:
• Details of complaint received.
• Contact details of our Complaints Officer.
• Outcome of our internal complaint investigation, including steps and decisions taken.
• An explanation of our decision measured against complaint made and investigation taken.
• The complainant’s right to contact our External Dispute Resolution body (see details below should they not be fully satisfied with the outcome of our internal process.
External Dispute Resolution
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). Our membership number is 111071. AFCA provides fair and independent financial services complaint resolution that is free to consumers. Details are as follows:
• Website via www.afca.org.au
• Email via [email protected]
• Telephone via 1800 931 678 (free call)
• In writing to Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Langley Mercer works across a broad range of industries throughout Australia. While we support businesses in every sector, we have particular depth of experience in trades and construction, transport and logistics, automotive businesses, professional services, retail and hospitality, manufacturing and industrial businesses, property and real estate, health and allied services, and entrepreneurs focused on acquisition and growth.
Our broad cross-industry experience means we understand both the operational and financial challenges businesses face at different stages — and we know how to structure the right solutions for each unique situation.
The businesses that achieve the strongest outcomes with Langley Mercer are those that are growth-focused and value strategic advice, long-term planning, and strong financial structures. We work particularly well with:
• Business owners looking to scale quickly and sustainably
• Companies acquiring assets, equipment, or machinery
• Entrepreneurs purchasing or growing businesses through acquisition
• Businesses that need smarter, more strategic finance structures
• Companies seeking a long-term advisory partner — not a one-off transaction
Because our approach is strategic rather than transactional, clients who are focused on sustainable, long-term growth consistently see the greatest value from working with us.
It is natural for business owners to have reservations — particularly if they have been let down before. The objections we hear most often include:
• 'Will this be more complicated or time-consuming than just going to my bank?'
• 'Is tailored advisory more expensive than a standard broker?' • 'I've been burned before — how do I know I can trust you?'
• 'Do I really need all of this, or can I just get a quick approval?'
• 'I'm not sure I'm big enough to need this level of support.'
Every one of these concerns is valid — and we welcome them. Our experience has shown that once clients see the transparency, responsiveness, and genuine long-term thinking behind the Langley Mercer approach, those concerns are consistently replaced with confidence and clarity. We are never pushy. We simply show people what is possible when they have the right team in their corner.
Success looks different for every client — and we tailor our approach accordingly. However, the most common ways our clients measure the value of working with Langley Mercer include:
• Improved cash flow and day-to-day financial stability
• Successful business or asset acquisitions completed with confidence
• Stronger financial structures that open new opportunities rather than limiting them
• Faster, more sustainable business growth and scalability
• Greater confidence in financial decision-making at every stage
• A trusted, long-term advisory relationship that evolves as their business does
• Time saved — less time navigating complexity, more time focused on building the business
Many clients also measure success simply by the quality of the relationship — knowing that they have a partner who genuinely understands their goals and is fully committed to helping them achieve them.
Many of the most damaging financial mistakes businesses make are entirely avoidable — with the right advice at the right time. Langley Mercer helps clients identify and avoid risks that are often hidden until it is too late:
• Damaged credit files from unstrategic lender applications — blocking future borrowing
• Poor finance structures that restrict cash flow and limit scalability
• High long-term costs from products that seem attractive short-term but prove expensive over time
• Acquisition mistakes — purchasing businesses or assets without the right legal and financial framework
• Compliance and legal exposure from poorly structured business arrangements
• Missed growth opportunities caused by finance structures that cannot flex as the business grows
• Over-reliance on a single lender — limiting options and negotiating power over time
• The cost of reactive advice — paying significantly more to fix problems that proper planning would have prevented
At Langley Mercer, we focus on long-term structure over short-term approval. The hidden cost of poor financial advice is almost always far greater than the investment in getting it right from the beginning.
