Internal Disputes Resolution Service

If you feel our dealings with you or an incident between us is not right please follow these steps to lodge a formal complaint through our Internal Disputes Resolution service. Your complaint will be dealt with professionally and will be listened to.

1. In all instances please first direct your complaint to the General Manager, unless it is pertaining to the General Manager in which case it should be directed in writing to the Managing Director. The complaint will be recorded, reviewed and resolved
   
   
   

   Postal Address	Suite 204, Level 2 84 Pitt Street Sydney NSW 2000 AUSTRALIA
   Phone	1300 88 66 11
   Facsimile	02 9223 4487
   Email	feedback@loanaustralia.com.au

   
   
   
2. If you are unhappy with the decision of the General Manager, please refer the matter in writing to the Managing Director.
   
   
3. We may accept the complaint and, if appropriate, offers redress; offer redress without accepting the complaint; or reject the complaint. In the event the matter remains unresolved please refer it to the Credit Ombudsman Service by phoning 1800 138 422 or by writing to PO Box A252 SYDNEY SOUTH NSW 1235, or by lodging an electronic complaint on their website, www.cosl.com.au.

Further information:

We will acknowledge receipt of your complaint and provide a response to your complaint as soon as possible. For complex complaints please allow us up to forty five (45) days from our receipt of your complaint to respond. If we cannot respond to your complaint within forty five (45) days we will inform you of the reasons for the delay and of your right to refer your complaint directly to the Credit Ombudsman Service.