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

Testimonials

What our client says

Angus ferguson
Angus ferguson
September 19, 2020.
Verified
Jon and all the staff at Loan Wize have helped me and my family get the best home loan we could get on a number of occasions . As a military pensioner it’s not easy getting finance, Jon and his staff where Extremely professional and competent , I wouldn’t do my finance with anyone else.
Max Gray
Max Gray
September 16, 2020.
Verified
Excellent all round, fast and efficient. After being messed about by my own Bank for over 2 months for a small equity release to carry out renovations, dealing with Tammy and Julie was a breath of fresh air. We remortgaged in under 2 weeks with a better interest rate and terms.
Imogen Lunny
Imogen Lunny
July 19, 2020.
Verified
Awesome service - would highly recommend Tammy and the team
What A Day
What A Day
March 27, 2020.
Verified
All the staff at Loan wise are totally switched on always hunt for the best deals and are always friendly and have the time to listen to your needs and what you would like to achieve and accomplish This is the second lease I have done with them and I would have no hesitation recommending the to family or anyone else Always a Pleasure doing business with them Marcio
Sam Dixon
Sam Dixon
March 26, 2020.
Verified
Thankyou very much Jon and Haley from loan wise maroochydore. I bought my first house thanks to you guys, couldn't of done it with out you. Very professional service.
Blayde Hemmings
Blayde Hemmings
March 23, 2020.
Verified
Jon and Haley have been amazing to deal with throughout both of my house builds. Highly recommend Loan Wize.
Mark Hayman
Mark Hayman
February 11, 2020.
Verified
We have used Loanwize a few times and are always happy with the services. Will continue to recommend their services.
Epona Co. Beanbags
Epona Co. Beanbags
January 16, 2020.
Verified
The most hassle free loan application ever! The Loan Wize team was able to organise a car loan for our business with the least amount of paperwork and hassle we've ever experienced. Thanks guys. I look forward to working with you again!
Amit Gupta
Amit Gupta
December 25, 2019.
Verified
Jon and Haley are knowledgeable and easy to deal with, which made the whole experience a lot easier. By going to extra mile Jon helped us to obtain the best rate available. The communication we have had with Jon, Haley and Julie have been excellent with their constant phone calls and emails keeping us up to date. Excellent customer service provided by Loan Wize and I would highly recommend their services.
Andy Keeffe
Andy Keeffe
November 19, 2019.
Verified
The staff we're amazing to deal with and help through the whole process. Got me an amazing deal and got my finance super quickly.

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