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Here at The Loan Company we pride ourselves on our dedication to providing the highest levels of customer service. We also strive to continuously improve our processes and greatly value all feedback we receive from our clients – both positive and negative.

What to do if you have a dispute or complaint?

If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so that we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.

Furthermore, we will acknowledge your complaint within 24 business hours and undertake to resolve any issues within 30 business days.

Complaint resolution

While we encourage you to discuss any concerns directly with your mortgage broker in the first instance, if you are still dissatisfied with any aspects of the service we have provided to you, please provide your feedback via the form on this page, or alternatively you can contact our Complaints Officer directly:

We will acknowledge your complaint within 24 business hours and provide you with a formal decision on your complaint within 30 business days.

External dispute resolution

If you are dissatisfied with our response to your issue or complaint, you may lodge any grievance with our external dispute resolution service provider, the Australian Financial Complaints Authority (AFCA), which can be contacted via:

Feedback and Complaints

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