Complaints Policy

Notify us of the complaint

We cannot deal with the complaint unless we know about it. Whilst we would prefer that you advise us by email or through our website, you can let us know any way you find convenient, whether by personally advising, telephoning us, writing a letter, sending a fax, e-mailing or lodging it on our website.

Generally, we will be in a position to deal with the matter immediately. If we are unable to do so immediately, the matter will be referred to a more senior person. It is our intention to deal with all matters of complaint as quickly and as efficiently as possible.

Complete complaint documentation

Where the matter cannot be resolved to your satisfaction within 24 hours of you making a complaint, details of it will be recorded in our Complaints Register. If we do not have enough information, we will seek it from you. We may ask you to complete a complaint form, a copy of which is attached to this document. Where your complaint is made orally, the staff member will fill out the complaint form on your behalf.

Notification

We will notify you in writing within 2 business days of the receipt of your complaint. We will also notify you of the procedures we will undertake as a result of your complaint.

Investigation

Your complaint will be investigated. The person with the ultimate responsibility for its investigation is our Complaints Officer who may be contacted using the following contact details:
Name: Complaints Officer
Email: hello@loanaroo.com.au

Outcome

The matter will be resolved within 21 days of receiving your complaint.

Referral to our External Dispute Resolution Scheme

If you are not satisfied with the resolution proposed by us, you can take the matter further.
If the complaint relates to a financial service, you can refer it to our External Dispute Resolution Scheme, The Australian Financial Complaints Authority.

The contact details for AFCA are as follows:

Phone: 1800 931 678
Fax: 02 9273 8440
Mail: – GPO Box 3, Melbourne, VIC 3001
Email: info@afca.com.au
Website: https://www.afca.org.au/

If the matter relates to privacy, you may take the matter up with the Privacy Commissioner.

The contact details for the Privacy Commissioner, in the Office of the Australian Information Commissioner, are as follows:-

Privacy Commissioner
Phone 1300 363 992
Fax 02 9284 9666
Mail GPO box 5218, Sydney NSW 2001
E-Mail: enquiries@oaic.gov.au
Website www.privacy.gov.au
Complaint form https://forms.business.gov.au/aba/oaic/privacy-complaint-/
There is no charge to you (except for the provision of documents where you request them from us) for the use of this procedure. The services of AFCA and the Privacy Commissioner are made available at no charge to you.