Complaints, Communication Process

Our reputation is built on matching the appropriate product(s) to the individual’s requirements. We go to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from time to time, where clients may be dissatisfied with the outcomes of our consultation process. If you have a complaint about the service that we provide, the following steps or avenues for resolution are available to you.

Step 1

Most complaints arise from miscommunication and can usually be fixed quickly. So, please contact your Loan Writer first and tell them about your concerns.

Step 2

We pride ourselves on the company’s reputation, and want to ensure that all concerns and complaints are fully documented, investigated and resolved in a timely manner. So, if the issue is not satisfactorily resolved within 1 working day by talking with your Loan Writer, we will apply our internal complaints process to manage your complaint appropriately. In this instance the complaint will be internally escalated to our Complaints Contact Representative – Mary Degetto. You may also contact our main office and ask to speak with our Complaints Representative directly.

By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly. The maximum time frame in which to provide a response to you is 45 days, although in pursuit of best practice and the reputation of our organisation, we aim to resolve these issues in a much shorter time frame.

Step 3

Although we try hard to resolve a customer’s concern in the most considerate and direct manner, sometimes it may need to be referred to a dispute resolution scheme, which is external to our organisation. Therefore, if you are not completely satisfied after the above steps have been attempted, you still have other avenues available to resolve the dispute.

This external dispute resolution process is available to you, at no cost. The details of our External Dispute resolution scheme are below:

~~Name of EDR used~~

Credit Ombudsman Service Limited

Level 6 50 Park St, Sydney, NSW 2000

Phone 1300 78 08 08

Fax 02 9267 3125



External Dispute Resolution Requirements

We are a member of COSL – Member # M0005375.

We will ensure that our IDR processes are compliant with the nominated EDR scheme.

If the licensee ceases, or becomes aware that it will cease, to be a member of an approved external dispute resolution (EDR) scheme, we will, within three business days of the date the licensee’s membership ceased or the licensee became aware that its membership would cease:

(a) notify ASIC in writing of the reasons the licensee’s membership of the EDR scheme ceased or will cease (including circumstances where the EDR scheme is no longer operating, failure by the licensee to renew its membership or where the EDR scheme has terminated the licensee’s membership); and

(b) if the licensee has not obtained membership of another approved EDR scheme, give ASIC a written explanation that includes:

(i) the reasons why the licensee has not obtained membership of another approved EDR scheme;

(ii) details of the EDR scheme the licensee proposes to become a member of;

(iii) details of steps that the licensee has taken, and will take, to become a member of that EDR scheme; and

(iv) the expected time frame for becoming a member of that EDR scheme.


Natloans Guarantees - "Customer Comes First"

Our Response Guarantee:

We are committed to delivering tailored solutions in a timely manner! To further show our commitment, we promise to respond to your enquiry within 60 minutes during business hours (AEST) or you will receive $100 off your next loan with us.

Our Price Guarantee:

We are serious about offering you the best deal! To further show our commitment, we guarantee that if you provide a cheaper written quote, we will match or beat this!

Our Satisfaction Guarantee:

In the unlikely event that you have any cause for dissatisfaction with the service provided by Natloans during your loan experience, please call us within seven days of settlement. We will happily rectify any service problems absolutely free of charge.

Of course, we also love hearing your positive feedback. Your comments are always welcome by telephone or to our website. Remember, our goal is to make your life easier.