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.


LJHHL Complaints Contact: Michael Smith, Head of Compliance

Phone: 02 8063 0121 (during contact hours of 9.00AM to 5.00PM AEST Monday to Friday – except public holidays in NSW).


Postal Address: Suite 114c/84 Hotham Street, Preston  VIC  3072


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    It is essential that you provide us with as much information as you can regarding your complaint so that we can work swiftly to try and resolve your concerns. 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 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 30 calendar 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.

    For full details of the LJHHL Internal Dispute Resolution process, please click here to access a copy of our Public Complaints Management Policy.

    What if you feel your complaint has not been resolved?

    If we haven’t been able to resolve the complaint 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