Complaints

Effective Date: 1 August 2025

1. Purpose

Aussieloansdirect.com (“we”, “our”, “us”) is committed to providing high-quality mortgage broking services and treating all clients fairly.

This Complaints Policy sets out how you can lodge a complaint, how we will respond, and your rights to escalate your complaint to the Australian Financial Complaints Authority (AFCA) if you are not satisfied with our response.

We handle all complaints in accordance with ASIC Regulatory Guide 271 – Internal Dispute Resolution (RG 271) and our obligations as the holder of an Australian Credit Licence.

2. What is a Complaint?

A complaint is:

“An expression of dissatisfaction made to or about us, related to our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.”

This includes complaints made verbally or in writing.

3. How to Make a Complaint

You can lodge a complaint:

Email: compliance@aussieloansdirect.com

When making a complaint, please include:

• Your full name and contact details
• Details of the loan or service involved
• A clear description of the issue
• Any supporting documents

4. How We Handle Complaints

We will:

1. Acknowledge your complaint within 1 business day (or as soon as practicable).
2. Investigate your concerns promptly, fairly, and independently.
3. Provide a written response within 30 calendar days of receiving your complaint, unless exceptional circumstances apply.

If we cannot provide a final response within 30 days, we will explain why and inform you of your right to escalate the complaint to AFCA.

5. Possible Outcomes

We will work with you to resolve the complaint and may offer one or more of the following:

• An explanation or clarification
• An apology
• Remedial action (e.g., correction of records)
• Financial compensation, where appropriate

6. If You Are Not Satisfied

If you are not satisfied with our response, or if we have not resolved your complaint within 30 days, you can escalate the matter to:

Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Post: GPO Box 3, Melbourne VIC 3001

AFCA is a free and independent service that can consider complaints about financial services.

7. Privacy

Any personal information you provide in connection with your complaint will be handled in accordance with our Privacy Policy.

8. Continuous Improvement

We record and monitor all complaints to identify trends, address root causes, and improve our services.