Complaints & Feedback.
We take complaints seriously. If something has fallen short of your expectations, we want to hear about it, fix it, and learn from it. This page sets out exactly how to raise a concern, how we'll respond, and how to escalate to the external ombudsman if you're not satisfied with our response.
Contact us directly
Most concerns are resolved quickly when raised informally with the broker handling your file. If you'd prefer to escalate immediately, contact our Complaints Officer using the details below.
- Phone
- 1300 000 000
- The Complaints Officer
Loan In Pty Ltd t/a Brokerly
Sunshine Coast, QLD, Australia
Please include your name, contact details, the file or matter the complaint relates to, a description of what happened, and the outcome you're seeking. Supporting documents are welcome but not required.
Our Internal Dispute Resolution (IDR) process
- Acknowledgement. We'll acknowledge your complaint in writing within one business day of receipt (or as soon as practicable).
- Investigation. A senior staff member independent of the matter will review the file, the relevant communications, lender decisions and applicable obligations under the National Consumer Credit Protection Act 2009 (Cth) and ASIC Regulatory Guide 271.
- Updates. We'll keep you informed as the review progresses, and let you know if more information is required.
- IDR response. We'll provide a written final response no later than 30 calendar days after receiving your complaint, in line with ASIC RG 271 timeframes. If we cannot meet that timeframe, we'll tell you why and let you know your right to take the matter to AFCA.
External escalation, AFCA
If you're not satisfied with our final IDR response, or if 30 days have passed without a response, you can refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent external dispute resolution scheme that we are a member of through our licensee, LMG Broker Services Pty Ltd (Australian Credit Licence 391237).
- Website
- afca.org.au
- Phone
- 1800 931 678
- info@afca.org.au
- GPO Box 3
Melbourne VIC 3001
AFCA can consider most credit-related complaints. Time limits apply, generally, you must lodge with AFCA within two years of receiving our final IDR response.
Privacy complaints
If your complaint relates to how we have handled your personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, please raise it through the IDR process above. If unresolved, you can refer the matter to the Office of the Australian Information Commissioner (OAIC).
Credit services are provided by Loan In Pty Ltd (ACN 662 420 484) trading as Brokerly. Australian Credit Representative 544009 is authorised under LMG Broker Services Pty Ltd Australian Credit Licence 391237.