Customer Complaints Resolution at Link 2 Loans

At Link 2 Loans Pty Ltd, we are committed to effective complaints handling and resolution, always striving to build strong and lasting relationships with our valued customers. By actively listening to your customer feedback, we can address any immediate concerns you may have and continually improve our products and services. We understand that there are times when you may wish to compliment us on our successes, as well as times when you may want to express that we have not met your expectations.

Our representatives at Link 2 Loans are always delighted to know that they have succeeded in making your experience a pleasant and successful one. If one of our representatives has provided you with exceptional service or has effectively handled your complaints, please let us know using the details below. Your customer feedback is invaluable in helping us encourage them through our complaints resolution process. You can email your feedback to us at kashana@link2loans.com.au, and we would be delighted to hear from you.

If, for any reason, you feel that your experience with us has not met the highest standard of care, we encourage you to provide your customer feedback. We have established a complaints handling process designed to make it easy for you to share your concerns, ensuring they are addressed quickly and fairly.  

You can reach out to us through the following methods that best suit you:  

Complaints Handling Officer  

0493 540 849  

kashana@link2loans.com.au  

When contacting us via mail or email, please include as much detail as possible about your complaint. We will acknowledge receipt of your complaint and confirm that we are investigating the matter. Once our investigation is complete, we will provide you with a detailed response in writing that outlines the results of our investigation and the reasons for our decision.  

For complaints related to third party products or services (such as those acquired through a lender), we may direct you to the relevant third party. They will handle your complaint according to their complaints resolution process.  

If you find the resolution of your complaint by the third party unsatisfactory, you have the right to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for additional information.  

Need an update on your complaint? If you've lodged a complaint with us, you can reach out at any time for a status update. Use any of the methods listed above and be sure to reference your earlier communication so we can respond effectively.  

Resolution  

We strive to resolve your complaint immediately. However, if immediate resolution is not achievable, we will treat you fairly and work diligently to resolve your complaint as soon as possible. Whenever feasible, we aim to provide our formal response within two weeks of receiving your complaint. In the rare event that we are still investigating your complaint after 45 days, we will write to you explaining the delay and providing an updated timeline for completion.  

Taking it further  

We hope that you are satisfied with how we handle your complaint. However, if your concerns remain unresolved or if you have not heard from us within 45 days, you can escalate your complaint to an independent party, the Australian Financial Complaints Authority (AFCA). You can contact AFCA at:  

1800 931 678 (free call)  

Australian Financial Complaints Authority  

GPO Box 3 Melbourne, VIC 3001  

www.afca.org.au