Complaints, Feedback and Dispute Resolution
If you think there has been a mistake in the way we have handled your loan inquiry or application or that your privacy has been compromised by LJHHL, a franchisee or a loan writer; or you are dissatisfied with our complaints handling processes or you have another issue that is causing you concern please contact us.
Phone our Head of Compliance on: 02 8303 7124 during contact hours of 9.00AM to 5.00PM AEST Monday to Friday (except public holidays in NSW).
Email: via our website - Dispute Resolution Form
It is essential that you give us all the information you have to help us understand and resolve your concern. If you refer to a document, please provide a copy of it so that we can expedite our review of your complaint.
We will aim to resolve the matter when you first contact us. If we cannot resolve your issue at that time, we will commit to taking the following steps:
1. Let you know who is responsible for handling your complaint.
2. Keep you informed of what is happening throughout the dispute resolution process.
3. Aim to resolve your complaint within 5 working days however in some instances further time may be required in order to properly investigate a complaint. In instances where further time is required we will provide you with a final written response within 45 days of receipt of the complaint.
By using LJHHL compliant handling processes you agree that we may advise you of the progress and resolution of your complaint in writing or verbally as we consider appropriate.
What if you feel your complaint has not been resolved?
If we haven't been able to resolve your issues to your satisfaction, and you'd like an independent review, you can refer your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001