You can raise a concern with Luke Serra or contact our licensee, outsource Financial Pty Ltd, directly. You do not need to use a particular form, write a formal letter or call your concern a complaint.
Tell us what happened and the outcome you would like. You can complain by phone or in writing. If you need help making a complaint or have a preferred way to communicate, please let us know.
Speak with Luke
Your direct contact at Loanswest.
0431 556 633luke@loanswest.com.auContact our licensee
outsource Financial Pty Ltd
1300 781 481info@outsourcefinancial.com.auContact Luke or our licensee
Luke Serra: luke@loanswest.com.au or 0431 556 633. You can also contact outsource Financial directly at info@outsourcefinancial.com.au or 1300 781 481, or write to 406/19 Roseby St, Drummoyne NSW 2047.
Your name, preferred contact details, the relevant dates, a description of what happened and the resolution you seek will help us understand the issue. Only provide relevant supporting information. Agree on a secure method before sending identity documents or detailed financial records.
How your complaint is handled
Under outsource Financial's complaints process, complaints are acknowledged within 24 hours, Monday to Friday. The investigation begins within two working days and aims to resolve the complaint within 30 days.
The complaint is reviewed and relevant information is gathered. You will receive an explanation of the outcome. If a response is delayed, you will be told why and when to expect it, along with information about external dispute resolution.
If the issue remains unresolved
If you are not satisfied with the response, an agreement cannot be reached, or you have not heard back within 30 days, you can contact the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Contact AFCA on 1800 931 678, email info@afca.org.au, visit www.afca.org.au or write to GPO Box 3, Melbourne VIC 3001.
Privacy concerns
You can raise a privacy concern with Luke or outsource Financial using the same contact details. Our privacy page explains the current website enquiry process and where to direct access, correction and privacy requests.
Privacy policy