Loanworks – Lending Dispute Resolution
Loanworks values all feedback received from customers as feedback allows us to improve the service we provide to our customers. We will always treat customers with honesty and fairness in all dealings.
This policy applies to Sintex Consolidated Pty Ltd (ABN 75 065 917 535), Australian Credit Licence 385129, trading as Loanworks (Loanworks).
What is a complaint?
We adopt the definition of ‘complaint’ in AS/NZS 10002-2014, which is as follows:
‘An expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required’.
Lodging a Complaint
If there are circumstances which have left you unsatisfied with our service, we encourage you to contact us to discuss these.
You can lodge a complaint with Loanworks by contacting us in any of the following ways:
Telephone: (02) 9278 9700
Email: enquiries@loanworks.com.au
Post: Complaints Officer – Lending
Level 3, 458 Wattle Street, Ultimo NSW 2007
If you need assistance to lodge a complaint (for example, due to language, disability, or other circumstances), please let us know. We can provide information in alternative formats and offer support as needed.
Our Complaint Handling Process and Timeframes
We will acknowledge receipt of a complaint within two business days of receiving it, or as soon as practicable. Acknowledgment of a complaint may be verbal or in writing.
We will attempt to resolve your complaint promptly and will keep you updated of the progress.
Our complaint processing timeframes are outlined below:
General complaints: No later than 30 calendar days after receiving the complaint.
Complaint relating to a default notice: No later than 21 calendar days after receiving the complaint.
Complaint relating to hardship: No later than 21 calendar days after receiving the complaint.
We will advise you of any delay and provide reasons for the delay within the maximum applicable timeframe for the type of complaint (as noted above).
Note: we will only provide you with a written response for general complaints if your complaint remains unresolved after 5 business days, or if you request our written response.
The Australian Financial Complaints Authority
If you are unhappy with the resolution of your complaint, you may refer the matter to the Australian Financial Complaints Authority (AFCA), using our member number, 45580.
AFCA is a free service established to provide you with an independent mechanism to resolve specific complaints. AFCA’s contact details are:
Website: www.afca.org.au
Email: info@afca.org.au
Mailing Address: GPO Box 3, Melbourne VIC 3000
Telephone: 1800 931 678
Fax: 03 9613 6399
This Dispute Resolution Policy was last updated in September 2025.