If something's gone wrong, here's how we put it right.

Tell us first

If something has gone wrong, or you're unhappy with how we've handled your loan or your information, we want to hear about it. Most issues are resolved in a conversation. You can:

• Call 0488 743 603
• Email noel@loan-approvals.com.au with the word Complaint in the subject line
• Use the form on our contact page and choose Email me instead if you'd prefer a written reply

Tell us what happened, when, and what you'd like us to do about it. If you'd like someone else to speak for you, such as a family member, an adviser or a financial counsellor, that's fine; just let us know.

What happens next

• We acknowledge your complaint within one business day, by phone or in writing
• We look into it, which may mean reviewing your file and talking to the lender or anyone else involved
• We aim to resolve most complaints within a few days and in any case within 30 calendar days
• We give you our response in writing, explaining what we found, what we'll do and why, and what you can do if you disagree
• If we can't finish within 30 days, we tell you why, when to expect an answer, and that you can go to AFCA in the meantime

There is no charge for making a complaint, and it will not affect how we treat you or any loan we are arranging.

If you're not satisfied

You can take your complaint to the Australian Financial Complaints Authority (AFCA), the independent external dispute resolution scheme for the finance industry. AFCA is free to use, and its decisions are binding on us. You can go to AFCA at any time, though it will usually ask whether you've given us a chance to resolve the matter first.

• Phone: 1800 931 678 (free call)
• Email: info@afca.org.au
• Online: afca.org.au
• Post: GPO Box 3, Melbourne VIC 3001

Time limits apply to AFCA complaints, generally two years from our final response, so don't leave it too long.

Other places you can go

• Australian Securities and Investments Commission (ASIC), which regulates our licence: asic.gov.au or 1300 300 630
• Office of the Australian Information Commissioner (OAIC), for privacy matters: oaic.gov.au or 1300 363 992
• A lender's own complaints process, for issues with the lender's conduct or your loan account; we can help you find it

If you need support

If you're in financial difficulty, tell us or your lender as early as possible; lenders have hardship processes that can pause or change repayments. Free, confidential help is available from the National Debt Helpline on 1800 007 007. If you need an interpreter, large print, or help putting a complaint in writing, ask and we'll arrange it.

Contact

Loan Approvals Pty Ltd · Australian Credit Licence 504034 · Credit representative 549818 of Australian Credit Licence 394605 for some asset finance · 0488 743 603 · noel@loan-approvals.com.au