Our customers are our lifeblood, and doing the right thing by our customers is one of the cornerstones of our business.
Please get in touch with us if you have any feedback (good or bad) regarding our service. Your feedback is important to us to ensure that we are continually improving our service.
If you have any complaints, please get in touch with us so we can do everything within our power to resolve your issue.
Installment Loans Complaints Process.
To make things easy for you, we provide a variety of contact methods for you to get in touch. Choose the contact method you are most comfortable with. Our contact details are below for your convenience:
Phone and speak to our friendly team on 0424 102 033
Email us at hello@loansbuddy.com.au
Complete our online complaints form via our website.
Fax us on 0424 102 033
Or you can write to us at PO Box
If you contact us in writing, we will notify you to let you know we have received your complaint within two business days of our receipt.
To make sure you are kept in the loop, your notification will also include some information explaining how our complaints procedure works and about any other relevant procedures we may need to undertake.
Our goal is to provide a resolution as soon as possible, and most of the time we can resolve your complaint immediately.
If we need to escalate your complaint to a more senior team member, it may take a little longer.
If we identify that the complaint needs to be handled by the lender, we will advise you of the next steps forward.
There may be times we need to spend more time working on your complaint. The process below outlines how we will handle your complaint in this instance.
Documentation in the complaints register.
All complaints that cannot be resolved within 24 hours are documented by us in our Complaints Register.
We may contact you:
If you have lodged a complaint over the phone, our team should have collected the required information and will complete the complaint form on your behalf.
Once we have all the required information, one of our Complaints Officers will thoroughly investigate your complaint.
They will coordinate and manage the investigation of your complaint and can be contacted via phone 0424 10 22 33 or email hello@loansbuddy.com.au
We endeavour to resolve complaints within 21 days. If this is not possible, then your Complaints Officer will be in touch with you regularly with updates.
Steps to take if you are not satisfied with the outcome of your complaint
If you are unsatisfied with our Internal Dispute Resolution processes and the outcome of your complaint, you can seek assistance from an external body.
If your dispute is regarding your credit contract you must contact your credit provider for more information and attempt to resolve your complaint with them before contacting an external dispute resolution scheme.
The Australian FInancial Complaints Authority (AFCA) provide fair, free independent dispute resolution for financial complaints.
You can complain to the AFCA online or you can contact them on 1800 931 678, Monday to Friday, 9am-5pm AEST. You can also email info@afca.org.au, write to them at Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne VIC 3000.
If you need to escalate a complaint regarding the privacy this matter can be taken up with the Privacy Commissioner. You can contact them via phone on 1300 363 992, or email them on info@oaic.gov.au, write to them at The Office of the Australian Information Commissioner, GPO Box 5218, Sydney NSW 2001 or fill in a complaints form online.
Loansbuddy.com.au is owned by Breezy Loans Pty Ltd ABN: 29 627 702 943, Credit Representative Number 514197 is licensed and provide credit services under Australian Credit License 389610. If we could not provide you credit, we will help to match your credit enquiry with another lender partner from our panel of lenders who we think may help you. Our panel of lender partners are licensed and follow responsible lending practice. We may receive referral fee if you decide to go with them once approved. However, they may ask you further information to assess your loan application where you can deal directly with that lender.The information on this website is general in nature and does not take into account your objectives, financial situation or needs & does not constitute any financial advice.We strongly recommend you take independent advice before choosing any loan product.
INSTANT TRANSFERS
*Instant transfer is available to PayID holders with participating Australian financial institutions. Most of the payments are typically settled in under 60 seconds but may be subject to checks and holds at the sending or receiving bank. As the reason, our standard payment transfer time is 24 hours.