Legal
Complaints Process
Last updated: [insert date before publishing]
If something has not met your expectations, we want to know about it. Here is how to raise a complaint with ChoiceLoans and what you can expect from us.
1. Contact us directly
Email enquiries@choiceloans.com.au or call 1300 000 000 with details of your complaint, including your contact details and what happened.
2. Acknowledgement
We aim to acknowledge your complaint within [insert timeframe, e.g. 2 business days] of receiving it.
3. Review
We will review your complaint and may contact you for more information. We aim to resolve most complaints within [insert timeframe, e.g. 30 days].
4. Outcome
We will let you know the outcome of our review and any steps we are taking in response.
If you are not satisfied with our response
ChoiceLoans is a lead referral and information service and does not hold an Australian Credit Licence, so we are not a member of the Australian Financial Complaints Authority (AFCA) in our own right. If your complaint is about ChoiceLoans's own conduct and remains unresolved, you can contact Consumer Affairs Victoria or the ACCC for general guidance on your options. [Confirm the right escalation body once your business structure is finalised.]
If your complaint relates to a lender, broker or partner you were referred to, they are required to provide you with their own complaints process and AFCA membership details directly, since they hold the relevant credit licence.
Privacy complaints
For complaints specifically about how we have handled your personal information, see our Privacy Policy. You can also contact the Office of the Australian Information Commissioner (OAIC) if you remain unsatisfied.