Complaints.

How you may lodge a complaint

You can make a complaint to our Complaints Officer in any of the following ways:

• Phone: (03) 4224 0732
• Email: info@loanweb.com.au
• Mail: Suite 2, 23-31 Gheringhap St, Geelong VIC 3220
• Online: via our contact form
• In person: by arrangement

How we deal with complaints

When you raise a complaint with us, we will:

• acknowledge your complaint within 1 business day (or as soon as practicable);
• assess and investigate the issues you have raised; and
• provide you with a written response setting out the outcome, and your right to escalate to our external dispute resolution scheme if you are not satisfied.

Response timeframes

We acknowledge it

1 business day

Our final response

30 calendar days

Default or hardship notice

21 days

We will provide our final response in writing within 30 calendar days. For complaints about a default notice or a hardship notice, we will respond within 21 days, in line with ASIC Regulatory Guide 271.

Our external dispute resolution scheme - AFCA

If we do not reach agreement on your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). The AFCA scheme is a free service established to provide you with an independent mechanism to resolve specific complaints.

Privacy complaints

If your complaint is about how we have handled your personal information, you may also contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992. See our Privacy Policy for more information.