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We hope you are delighted with our services, but if you have a complaint please let us know so we can work towards resolving it promptly and fairly.
You can make a complaint verbally or in writing by contacting your broker directly or by using any of the following:
If you require accessibility assistance, including language and translations, please use the details above so we can help.
External Dispute Resolution Scheme
If we do not reach an agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA).
You can contact AFCA using any of the following:
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further.
You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.
Our Customer Care team is available weekdays, 8:30 AM to 5:30 PM (AEDT).
With over 600 mortgage brokers throughout Australia, we’ve likely got someone just around the corner from you.
Looking for a career change? We’re committed to working with you to achieve your goals.
Send an email to customercare@loanmarket.com.au to get in touch.
Our Customer Care team is available weekdays, 8:30 AM to 5:30 PM.
With over 650 mortgage brokers throughout Australia, we’ve likely got someone just around the corner from you.
Looking for a career change? We’re committed to working with you to achieve your goals.
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ABN 89 105 230 019 | Australian Credit Licence 390222
The information provided on this site is on the understanding that it is for illustrative and discussion purposes only. Whilst all care and attention is taken in its preparation any party seeking to rely on its content or otherwise should make their own enquiries and research to ensure its relevance to your specific personal and business requirements and circumstances. Terms, conditions, fees and charges may apply. Normal lending criteria apply. Rates subject to change. Approved applicants only.
*Your broker may charge a fee to cover additional time required by their team. Any fees will be discussed with you in advance so you can make an informed decision before proceeding with your application.
