Complaints Handling

INTERNAL DISPUTE RESOLUTION AND COMPLAINTS HANDLING

Loan Wize Pty Ltd (ABN 11 127 292 951)

Loan Wize Pty Ltd (“Loan Wize”) is committed to client service and satisfaction.

What if I have a complaint?

Loan Wize has developed internal dispute resolution procedures to assist you to resolve a complaint or dispute about our services. Our internal dispute resolution procedures are free of charge.

We are also a member of an independent approved external dispute resolution scheme, called Credit Ombudsman Service Ltd.

How to make a complaint

In the first instance, please contact Jon Colley of Loan Wize to submit your complaint. We would like to be the first to know if you are not happy with our services. You can contact us verbally or in writing. Jon may request you to provide certain documents and other information to fully understand your complaint and the remedy you are seeking.

Loan Wize’s response

We will:
(a) confirm receipt of your complaint within 2 days; and

(b) endeavour to resolve your complaint within 7 days. If your complaint is complex, we will endeavour to resolve it within 28 days.

If resolution of your complaint is not likely within these time frames, we will keep you informed at regular intervals about the progress of our investigations and response.

If your complaint is not satisfactorily resolved by Loan Wize within a reasonable period of time, you can escalate your complaint to our finance aggregator, Connective on 1300 656 637.

If appropriate, we may also refer the complaint to Connective for independent consideration or input.

What if I am still not satisfied?

If you are still not satisfied with the outcome, you have the option at any time to contact the Credit Ombudsman Service Ltd, on 1800 138 422 or for more information visit www.creditombudsman.com.au.

{D1198530:1} NCCP – Complaints Handling Brochure