Dispute Resolution

Internal & External Dispute Resolution Procedures

We, Loan WA Pty Ltd (ABN:26 134 790 373) trading as Loan WA believe that it is essential for our customers to be able to identify and deal with a broker who has the ability, authority and proper training to hear and respond appropriately to any complaints or disputes.

We are a member of the Mortgage & finance Association of Australia ( MFAA) and as such we are also subject to the requirements to have in place an Internal Dispute Resolution procedure.

Receiving Complaints

You can lodge complaints by contacting Jeremy Gibb the Complaints officer, by either:

  • Telephone on (08) 9524 7888
  • Faxing (08) 9524 8823
  • E-mail info@loanwa.com.au
  • Writing to Loan WA Pty Ltd PO box 7095 Secret Harbour WA 6173

Or by speaking to any representative of our business who will refer you to the Complaints officer.

You should explain the details of your complaint, we will attempt to resolve it promptly. We hope in his way we will stop any unnecessary and inappropriate escalation of minor complaints.

We will observe the following principals in handling your complaint:

  • There is no requirement for a face to face contact between you or us although it may be useful for us to come to a satisfactory resolution.
  • We expect that both parties will make a genuine attempt to resolve a complaint promptly.
  • We expect that both parties will provide all essential and relevant information, documents, written statements and any other material that may properly and reasonably be believed to assist in resolving the complaint.
  • We expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.

Our internal dispute resolution scheme

If we do not reach agreement on your complaint you may refer the complaint to an ASIC Approved External Dispute Resolution Scheme. Our external dispute resolution provider is COSL(Credit Ombudsmen Service Limited) - Phone 1800 138 422 orwww.cosl.com.au

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.