Dispute resolution and complaints

We are committed to providing you with the best possible service, and we hope you are delighted with our services. However, we understand there may be times where you are not satisfied.

If this occurs, please inform us verbally or in writing with the exact details of your complaint so that we can work towards a prompt and fair resolution.

If we are unable to reach a satisfactory resolution, you can use any of the following:

  • Email: compliance@loanmarket.com.au
  • Phone: 1800 763 486 (toll free) Monday to Friday 9am to 5pm (AEST)
  • Mail: Complaints Officer, Loan Market, GPO Box 5200, Sydney NSW 2001

If you require accessibility assistance, including language and translations, please use the details above to help.

External Dispute Resolution Scheme:

If we do not reach an agreement on your complaint, you may refer the complaint to an ASIC Approved ExternalDispute Resolution (EDR) Scheme.

Our external dispute resolution provider is the Australian Financial ComplaintsAuthority(AFCA).

You can contact AFCA using any of the following:

  • Online: www.afca.org.au
  • Email: info@afca.org.au
  • Telephone: 1800 931 678 (toll free)
  • Mail: GPO Box 3, Melbourne Vic 3001

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.

You may refer the matter to AFCA at any time. However, if our internal process is still in progress, we request that our internal processes be completed before taking the complaint further.

You can obtain further details about our dispute resolution procedures and get the details of our privacy policy on request.