Dispute Resolution Policy
Lending4U Pty Ltd is committed to building a mutually beneficial long-term relationship in the financial services market by putting our service and our clients, first.
We value feedback on the products we offer, the service we provide and the staff who provide these products and services as a means of identifying opportunities to improve our service. If clients are not satisfied with any aspect of our products, processes or services, they should contact us.
Our staff will make every effort to resolve the client's concerns. If our staff are unable to assist, and if he or she cannot resolve them, the client may request that the matter be referred to our Internal Dispute Resolution Officer:
- Grant Howe
- 03 6424 9166
- PO Box 669, Devonport Tasmania 7310
The role of the Internal Dispute Resolution Officer is to investigate client concerns and to make a final decision with a view of resolving the matter satisfactorily, in accordance with our internal dispute resolution process. Our Officer has the authority to make a final decision and will notify the client in writing within 15 business days of being notified of the dispute.
Our internal dispute resolution process is free of charge to all our clients.
If the client does not agree with our Internal Dispute Resolution Officer's final decision the client can refer the complaint to the Credit Ombudsman Service Limited (COSL). This can be done in writing, by telephone and writing, or by using a complaints form available from COSL.
Once a complaint is made by a client, COSL will discuss the matter with the client. COSL provides the complaint to L4U for comment, which must be made within 21 days. COSL sends a copy of L4U's response to the client as soon as practical.
If the complaint is not resolved through conciliation, COSL will refer the complaint to the Credit Ombudsman. The Credit Ombudsman will decide what procedure to adopt in determining the complaint. This usually involves considering a complaint based on documentary evidence or, in exceptional cases, by holding a hearing. There is no charge to the client.
The COSL dispute resolution service is an important one as it aims to promote consumers' confidence in dealing with lenders and finance brokers and good practice in the credit industry.
To Contact the Credit Ombudsman Service:
Call Consumer / Complaint Enquiries
9am - 5pm Monday to Friday AEST
Phone 1800 138 422 or 02 9273 8400
Or write to:
P O Box A252
Sydney South NSW 1235