Feedback - Complaints

Feedback and Complaints

The Loan Arranger strives to provide exceptional service to all our valued customers and hope we met or exceeded your expectations.

We invest time and resources to build lasting relationships and work to the highest standard to ensure we provide the best service.

 We appreciate your feedback to help continually improve our products and services. Whether this be by way of compliment when we have done something to exceed your expectations, or a complaint when we have not met your expectations.

 Compliment or Complaint

 If you would like to contact us to provide feedback please contact our Director via one of the following methods:

 Phone: (08) 8232 2244

Email admin@loanarranger.com.au

Mail: Level 1, 185 Wakefield Street, Adelaide SA 5000.

 Complaint

 We will contact you within 24 hours of receiving your complaint to acknowledge receipt and endeavour to take reasonable steps to resolve as soon as possible via our dispute resolution procedures.

 Process if not Satisfied

 The Loan Arranger is a member of an external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA) which can be engaged if you are unsatisfied with the resolution provided by us.

AFCA provide a fair and independent financial services complaint resolution free to consumers.

 They can be contacted by:

 Phone: 1800 931 678

Website: www.afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

Email: info@afca.org.au

What to do if you have a dispute or complaint:

Complaint

You can lodge a complaint directly to the Lending Manager by letter, telephone, in person or email.

Your complaint would be dealt with immediately by that person or escalated to the Director of the Company.  At this point written confirmation of the details surrounding the complaint may be requested to assist with a full investigation.

We will respond promptly within 24 hours.

Investigating a Complaint

We will seek to finalize a solution, provided all the required information has been received to make a decision within 48 hours.

Responding to a Complaint

A complaint will be considered substantive if we have

  • Accepted the compliant and if appropriate offered redress
  • Offered redress without accepting the complaint
  • Rejected the Complaint

We will seek to finalize as son as possible within 14 days of receipt but no longer than 30 days.

Client not Satisfied

Contact the financial authority (AFCA) who provide an external dispute resolution service free of charge.