Complaints, Disputes & Feedback
Your dedicated Ausloans feedback and dispute resolutions team
We want to know if something's gone wrong.
If you're not happy with our service, a decision we've made, or how we've handled your loan application, tell us. We take every complaint seriously and we'll work with you to sort it out - fairly, and free of charge.
What counts as a complaint?
A complaint is any expression of dissatisfaction about our service, staff, or a decision we've made, where you'd like a response. This can include things like:
1. Delays or a lack of communication during your application
2. Concerns about advice or information you were given
3. A decision on your loan application you disagree with
4. Concerns about the conduct of one of our brokers or staff
You don't need to put your complaint in writing if you'd rather not - you can raise it however suits you:
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How to lodge a complaint:
You can get in touch with us in whichever way is easiest for you:
In Person
Online
Complete the form below.
Lodge Feedback Online
Ausloans Feedback Form
What happens after you complain
We'll acknowledge your complaint promptly - generally within one business day of receiving it.
We'll look into it. We'll assess what happened, gather the relevant information, and where needed, speak with the people involved.
We'll respond in writing, setting out our decision and the reasons for it, no later than 30 calendar days after we receive your complaint.
If we need more time, we'll tell you why and keep you updated.
If you're not satisfied with our response
If our response doesn't resolve things to your satisfaction, you have the right to take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution, and it's free to consumers.
Australian Financial Complaints Authority (AFCA)Website: www.afca.org.au
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to lodging a complaint with AFCA, so please act promptly, or check the AFCA website for the time limit that applies to your situation.