External Complaints Policy

Complaints

Should you have a complaint or find yourself unhappy about the service we provide, the following steps or avenues are available to you.

1. Start Here – First Avenue Available

Most complaints arise from miscommunication and can usually be fixed quickly, so please contact your Australian Lending Centre representative initially and tell them about your concerns. This can be done by calling 1300 138 188.

2. Next Step – Second Avenue Available

If the issue is not resolved to your satisfaction within one (1) working day, please send an email to complaints@australianlendingcentre.com.au, or put your complaint in writing and either fax or mail it to us.

Fax: 1300 138 177

Mail: P.O. Box 496, Haberfield, NSW 2045

We have our own internal complaints process and hope to resolve your complaint quickly and fairly.

3. After Step 1 and 2 are exhausted - Third Avenue Available

If you believe you have not received a satisfactory outcome, you may at no cost to you, contact or lodge a written complaint with our External Dispute Resolution Scheme (EDR), Financial Ombudsman Service Limited (FOS) by way of:

Completing an enquiry form on the FOS website at https://forms.fos.org.au/OnlineDispute
Telephone: 1300 780 808
Fax: 03 9613 6399
Completing a complaints form, located at Financial Ombudsman Service and mailing it to:

FOS

GPO Box 3

Melbourne VIC 3001

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Conditions apply to all offers by Australian Lending Centre. For further information contact Australian Lending Centre to discuss your particular requirements with one of our consultants.