Complaints and feedback
Tell Loans West when something has not gone as expected
Raise the issue directly so it can be understood, recorded and addressed under the complaint arrangements that apply.
Send a complaint to Luke Serra at luke@loanswest.com.au or call 0431 556 633. State that the message is a complaint and describe the outcome you are seeking.
The current Credit Guide is the source for the licence holder, internal dispute-resolution contact and external dispute-resolution arrangements that apply. Request a copy from Luke if you do not already have one.
What to include
Provide your name and contact details, the relevant dates and people, a clear description, supporting records and the outcome you seek. Do not email unnecessary identity documents before a secure method is agreed.
What happens next
Loans West will record and review the complaint, may request more information, and will communicate the outcome under applicable obligations. Complex issues may require input from the responsible licensee or another provider.
External dispute resolution
If the issue is not resolved, follow the external dispute-resolution pathway in the current Credit Guide or in the response to your complaint. Ask Luke for the current details if needed.
Privacy concerns
You may also raise a privacy concern using the same contact details. The privacy page explains access and correction requests and links to the relevant privacy framework.
Frequently asked questions
Questions, answered clearly
General answers are a starting point. Your lending options depend on your circumstances.
How do I complain to Loans West?
Email luke@loanswest.com.au, call 0431 556 633 or use the contact page. Clearly identify the message as a complaint and state what happened and what resolution you seek.
Where are external dispute details?
They are set out in the current Credit Guide and should also be provided where applicable during the complaint process. Ask Luke for the current document or the details that apply.
Can I complain about privacy?
Yes. Use the published contact details and describe the privacy concern or request.
Ready to take the next step?
Talk through your goals with Luke and leave with a clearer idea of what comes next.