If something has gone wrong, tell us

Start with us. You can complain by phone, by email or in person, and you do not need to put it in writing. Tell us what happened, what you would like us to do about it, and the best way to reach you.

If you need help to make a complaint, for example an interpreter, extra time or someone to speak on your behalf, let us know and we will arrange it. A family member, friend, financial counsellor or lawyer can contact us for you with your permission.

1. We acknowledge it within 1 business day. We confirm we have received your complaint within 24 hours (one business day), or as soon as practicable after that, and tell you who is handling it.
2. We look into it. We review your file, speak with you and anyone else involved, and keep you updated. We may ask for documents or more detail.
3. We give you our final response within 30 days. For a standard complaint we send you a written response within 30 calendar days of receiving it. The response sets out our decision, the reasons for it, and your right to take the complaint to the Australian Financial Complaints Authority (AFCA) if you are not satisfied.

If we resolve your complaint to your satisfaction within 5 business days, we may close it without a written response, but we will always send one if you ask.

If we cannot give you a final response within 30 days, for example because the matter is complex, we will tell you before the 30 days are up why we need more time, when we expect to respond, and that you can go to AFCA straight away.

FundUp is the trading name of Loan Ranger Finance Pty Ltd, a Credit Representative (number 571356) of LMG Broker Services Pty Ltd, Australian Credit Licence 517192. You can also take your complaint to LMG's resolutions team, either instead of coming to us or if you are unhappy with how we have handled it. The same timeframes apply.

If you are not satisfied with our response, or we have not responded within 30 days, you can complain to AFCA. AFCA is the free, independent external dispute resolution scheme for financial services, and if you accept its decision, we are bound by it. You can contact AFCA at any time, but it will usually ask that we have had the chance to resolve your complaint first. Time limits apply to some complaints, so check AFCA's website or call them if you are unsure.

Before we give you credit assistance we give you our Credit Guide. It explains who we are, the lenders we use most often, how we are paid, and these complaint options. If you would like another copy, email ned@fundup.au and we will send it.

Complaints about how we handle your personal information follow the same process. Our privacy policy explains what we collect and why, and our licensee's consumer privacy policy covers the information LMG holds.

Not a complaint, just an idea for how we could do better, or a note about something that went well? Call or email Ned directly. Every message is read, and it helps us improve.