LoansAU (“we”/”us”/”our”) is a trading name of Leadpal PTY LTD (ABN 15 625 489 161), Australian Credit Licence 507797 (“we”/”us”/”our”).
LoansAU is committed to providing the highest level of customer care and ensuring you are fully satisfied with the referral services we offer. If there is an instance where you feel we have not honoured this commitment and you would like to make a complaint, we will endeavour to resolve the matter in a genuine and fair manner.
CONTACT THE PROVIDER WE REFERRED YOU TO
LoansAU provides a referral service to put you in touch with credit providers, credit brokers and other referrers. If you have a complaint regarding the credit provider, credit broker or referrer you have been referred to, you should contact them directly.
INTERNAL DISPUTE RESOLUTION PROCEDURE
Should you have a compliant regarding our referral service, you may raise your complaint with our complaints officer, who can be contacted at:
In your communication to our complaints officer, please provide clear details of your dispute and your return contact details. The complaints officer will investigate the matter and provide you with a final response within 21 days of the initial complaint detailing:
- the outcome of the dispute
- the reasons for the outcome
- your right to pursue the dispute with our External Dispute Resolution scheme
- the contact details of our External Dispute Resolution Scheme
EXTERNAL DISPUTE RESOLUTION SCHEME
If you are not satisfied with our response, you may refer the complaint to our external dispute resolution scheme. The external dispute resolution scheme to which we belong is the Credit & Investments Ombudsman, who can be contacted at;
Australian Financial Complaints Authority
DISPUTES RELATED TO THE PRIVACY ACT 1988
If the matter relates to the Privacy Act 1988, you may also refer the matter to the Privacy Commissioner. The Privacy Commissioner, in the Office of the Australian Information Commissioner, can be contacted at;
OUR COMMITMENT TO YOU
As a part of our commitment to providing the best possible service to you, all complaints will be dealt with in a professional and just manner. You will not be charged for using any of the services mentioned in this policy. If you feel we have not addressed your complaint in a satisfactory manner, we encourage you to bring this to our attention.