Feedback - Complaints
At The Loan Arranger, we strive to provide exceptional service to all our valued customers and hope we have met or exceeded your expectations.
We invest significant time and resources in building lasting relationships and maintaining the highest professional standards to ensure we consistently deliver quality service.
We welcome your feedback, as it helps us continually improve our products and services. This may include a compliment where we have exceeded your expectations, or a complaint where we have not met them.
Compliments or Complaints
If you would like to provide feedback, please contact our Director using one of the following methods:
Phone: (08) 8232 2244
Email: admin@loanarranger.com.au
Mail: 101 King William Road, Unley SA 5061
You can lodge a complaint directly with our Lending Manager by telephone, email, letter, or in person.
Your complaint will be handled initially by the relevant staff member and may be escalated to the Director if required. At this stage, we may request written confirmation of the details to assist with a full investigation.
We will acknowledge your complaint within 24 hours of receipt.
Complaint Handling Process
We aim to resolve complaints as quickly as possible. Where sufficient information is available, we will seek to finalise a resolution within 48 hours.
A complaint outcome may include one of the following:
- The complaint is accepted and, where appropriate, redress is offered
- Redress is offered without an acceptance of liability
- The complaint is not upheld
We aim to finalise all complaints as soon as possible, and in any case within 14 days of receipt, and no later than 30 days.
If You Are Not Satisfied
The Loan Arranger is a member of the Australian Financial Complaints Authority (AFCA), an external dispute resolution scheme that can be accessed if you are not satisfied with our response.
AFCA provides fair, independent, and free dispute resolution services for consumers of financial services.
You can contact AFCA using the details below:
Phone: 1800 931 678
Website: www.afca.org.au
Email: info@afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001