📢 Complaints & Feedback Policy
At Smartloans, we’re committed to providing exceptional service and building long-term relationships with our clients. Your feedback — whether it’s a compliment or a concern — helps us continuously improve and deliver the experience you deserve.
We take both praise and complaints seriously and welcome the opportunity to listen, improve, and do better.
💬 Want to Give Us a Shout-Out?
If one of our team has gone above and beyond or made your experience a positive one, we’d love to hear about it. We believe in recognising great service and sharing that feedback with the people who make it happen.
⚠️ Need to Raise a Concern?
If something hasn’t gone as expected, we encourage you to let us know. We have a clear, fair process in place to address issues quickly and respectfully.
To help us respond efficiently, please include:
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A brief description of the issue
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The name of the person you dealt with (if known)
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Relevant dates or reference numbers (if applicable)
🔄 Following Up on an Existing Complaint?
If you’ve already contacted us and want an update, feel free to reach out anytime. Just quote your previous reference or message so we can locate the details quickly and get back to you.
📬 What You Can Expect From Us
Once you contact us:
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🕐 We’ll acknowledge your complaint in writing within 24 business hours
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🔧 We’ll aim to resolve it as soon as possible
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🗓️ If it’s still under review after 30 days, we’ll keep you updated and let you know why
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✅ When resolved, we’ll explain the outcome and how we reached our decision
🏛️ Still Not Satisfied? You Can Escalate to AFCA
If you’re unhappy with our response — or haven’t heard back within 30 days — you can escalate your complaint to the Australian Financial Complaints Authority (AFCA). This is a free and independent service.
AFCA Contact Details:
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🌐 Online: www.afca.org.au
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📧 Email: info@afca.org.au
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📞 Phone: 1800 931 678 (free call)
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📮 Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
⏳ Time limits may apply when lodging complaints with AFCA, so please act promptly or refer to their website for details.