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Compliments & Complaints Policy
At Your Loan Mates Pty Ltd ("Your Loan Mates," "we," "our," or "us"), we are committed to providing high-quality services to our customers. We value your feedback, whether it's a compliment that acknowledges exceptional service or a complaint that highlights areas where we can improve. This policy outlines how we handle complaints and compliments in compliance with Australian law.
Complaints Handling
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Making a Complaint: If you have a complaint about our services, you can contact us by [insert contact method, e.g., phone, email, online form] to lodge your complaint. We will acknowledge receipt of your complaint promptly and provide you with a reference number for tracking purposes.
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Investigation: We will investigate your complaint thoroughly, considering all relevant information. We may request additional details from you to assist with our investigation.
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Resolution: We aim to resolve complaints as quickly and efficiently as possible. We will communicate with you throughout the process to keep you informed of our progress and any proposed resolutions.
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Escalation: If you are dissatisfied with the outcome of our internal complaints process, you may have the option to escalate your complaint to an external dispute resolution scheme, such as the Australian Financial Complaints Authority (AFCA).
Compliments Handling
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Providing a Compliment: If you have received exceptional service from our team, we encourage you to share your compliment with us. You can do so by [insert contact method, e.g., phone, email, online form]. Your feedback is valuable to us and helps recognize the efforts of our staff.
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Acknowledgment: We will acknowledge receipt of your compliment and may use it for internal recognition purposes, such as employee rewards or testimonials on our website.
Confidentiality and Privacy
We will treat all complaints and compliments received with confidentiality and respect your privacy in accordance with Australian privacy laws and regulations.
Recording and Reporting
We will maintain records of all complaints and compliments received, including details of the issue raised, actions taken, and outcomes achieved. We may use this information to identify trends, improve our services, and fulfill our reporting obligations.
Contact Us
If you have a complaint or compliment to share with us, please contact us. Our team is here to assist you and ensure that your feedback is handled promptly and professionally.
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At Your Loan Mates, we're dedicated to
empowering you to achieve financial
freedom and create a brighter future.
We believe in the transformative power
of finance to drive positive change. By
connecting you with the best loan options,
we make your financial dreams a reality.
ABN: 67 675 810 634 - Your Loan Mates Pty Ltd
Your Loan Mates Credit Representative Number 557651 is Authorized Under ACL 517192
Our Services -
Personal Lending
Our Services -
Business & Commercial
"At Your loan mates, we believe in a world where everyone has an equal shot at financial freedom, a brighter, more exciting financial future. We help individuals break free from the ordinary and make impactful decisions that transform their lives and the world. We're driven by the power of finance to drive change, connecting you with the best loan options while holding our core belief close to heart, making your financial dreams a reality."
At Your loan mates, we believe in a world where everyone has an equal shot at financial freedom, a brighter, more exciting financial future. We help individuals break free from the ordinary and make impactful decisions that transform their lives and the world. We're driven by the power of finance to drive change, connecting you with the best loan options while holding our core belief close to heart, making your financial dreams a reality.
