What to do if you have a Complaint
At Loan Innovations, we are committed to providing exceptional service. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can work towards resolving your concerns promptly, fairly, and efficiently.
Making a ComplaintYou may lodge a complaint either verbally or in writing by contacting your broker directly or by contacting our Internal Complaints Officer:
Complaints ManagerFreedom AggregationPO Box 263, Flinders Lane VIC 8009
Email: compliance@freedomaggregation.com.auPhone: 03 9013 8344Hours: Monday to Friday, 9:00am – 5:00pm (AEST)
When submitting a complaint, please provide as much detail as possible to assist us in investigating and resolving the matter. We will acknowledge and review your complaint and aim to resolve it as quickly as possible. If your complaint cannot be resolved within 30 days, we will keep you informed of the progress and provide updates in writing.
External Dispute ResolutionIf you are not satisfied with the outcome of our internal complaints process, or we are unable to reach an agreement, you may refer your complaint to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme approved by ASIC.
AFCA provides a free and impartial service to help resolve financial services complaints.
Australian Financial Complaints Authority (AFCA)
Online: www.afca.org.auEmail: info@afca.org.auPhone: 1800 931 678 (free call)Mail: GPO Box 3, Melbourne VIC 3001
You may contact AFCA at any time. However, where our internal complaints process is still underway, AFCA may require us to complete that process before they consider your complaint.
Further information regarding our complaints handling procedures and privacy policy is available upon request.