If something’s not right
Tell us first. We want to know.
Most things get sorted with one honest conversation. Here’s exactly how our complaints process works, step by step, including your right to take it further.
Free to raise · No obligation · A straight answer either way
Step 1
Talk to us directly.
If something’s not right, say so. Tell David first. He wants to know. If you’re not satisfied, you can escalate through the licensee’s complaints process, and beyond that to AFCA, the independent Australian Financial Complaints Authority.
Put it in writing: tell us what happened and what you’d like to see change.
hello@loantorq.com.auOnce we have your complaint we’ll acknowledge it and look into it properly. The timeframes aren’t ours to set: under ASIC’s internal dispute resolution standards (RG 271) you’ll get an acknowledgement within one business day, and a written response within 30 calendar days (21 days if your complaint is about a default notice). Those are the outer limits, not a target to run down.
Step 2
The licensee’s complaints process.
If we can’t resolve things directly, you can escalate through the formal complaints process of David’s licensee, BLSSA Pty Ltd (Australian Credit Licence 391237).
Ask David for BLSSA’s complaints contact details and he’ll pass them on the same day. He has no say in what happens after that, which is the point of the step. The same RG 271 timeframes above apply to the licensee.
You don’t have to go through David to escalate. If you’d rather not, Step 3 is open to you.
Step 3
The Australian Financial Complaints Authority (AFCA).
AFCA is the independent, external body that resolves complaints about financial services, free to you, at every step.
If you’re not satisfied after Steps 1 and 2, you can take your complaint to AFCA. Their decisions bind the financial firm, not you, and it costs you nothing.
- Website: afca.org.au
- Phone: 1800 931 678 (no cost to call)
- Email: info@afca.org.au
- In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Holding an Australian Credit Licence requires AFCA membership, so David’s licensee is a member as a condition of its licence. AFCA can confirm that for you directly, and can tell you which name the membership is held under.
The verification path. LoanTorq is a trading name of Dynamic Financial Systems Pty Ltd, Credit Representative No. 400791 of BLSSA Pty Ltd, Australian Credit Licence 391237. You can check this yourself on ASIC’s professional registers.
Still want to talk it through?
We’d rather hear it from you first.
A 20-minute conversation with David about your loan, your equity and your options. It’s a conversation, not an application. No documents, and nothing goes on your credit file. If it turns up something worth pursuing, you’ll have a clear next step. And if the honest answer is ‘not yet’, you’ll hear that too. The straight answer is the point, either way.
Book my Clarity CallNo cost · No obligation · No credit enquiry · A straight answer either way