Internal dispute resolution process

We recognise that sometimes things don’t go as planned. It is important that we resolve your concern and encourage you to discuss it directly with a Loans Only representative in the first instance.

If you have a matter that is in dispute or a complaint about Loans Only as an Authorised Credit Representative of Finance Finance & Insurance Pty Ltd Australian Credit licence 384704, you can use the Internal Dispute Process by contacting us as detailed in Step 1.

The Internal Dispute Resolution Process is a 3 step process.

Step 1:

Contact Finsure’s Dispute Resolution Manager:
By Phone: 1300 769 415
Mail: Level 24, 52 Martin Place, Sydney NSW 2000

Step 2:

We will do our utmost to resolve the matter in a timely fashion. If we cannot resolve the matter within five days due to its complexity, you will be advised in writing.

In the rare event we are still investigating your complaint after 45 days we will write to you to explain why and let you know when we expect to have completed our investigation.

Step 3:

If you are still not satisfied with the outcome, you can refer your concern to an independent external Dispute Resolution Scheme whose details appear below.

External Dispute Resolution Service

The Credit & Investments Ombudsman (CIO) was established to provide assistance in dispute resolution between clients and members of the financial services industry, which include mortgage managers and providers of financial products. Services are free to consumers.

How to contact them:

By Phone: 1800 138 422
By Fax: 02 9273 8440
Mail: PO Box A252, South Sydney, NSW 1235