We encourage you to let us know if you are unhappy regarding any aspect of our service. Any feedback will be dealt with by the Lending Link Internal Dispute Resolution Process (IDR) in the first instance and then referred to the Mortgage Finance Association of Australia (MFAA) independent ombudsman, the Credit Ombudsman Service Limited (COSL) for further dispute resolution in accordance with the MFAA and COSL rules regarding the handling of disputes.
Complaints Officer
Paul Ainsworth (Director)
Tel: 03 9095 8619
The complaint need not be in writing and may be presented to us by any reasonable means, for example letter, telephone, email or in person.
You can also contact us on/at:
49A Porter Street
Prahran VIC 3181
E-mail: complaints@lendinglink.com.au
Fax: tbc
Impartiality
The Complaints officer is a member of senior management but is not directly involved in the transaction which is the subject of the complaint and he has the authority to act on behalf of the company to resolve the matter immediately.
Timeliness
We will promptly acknowledge the receipt of your complaint in writing, unless the complaint is otherwise resolved in the meantime. We will also ensure that a substantive response is given to your complaint as soon as possible, but within fourteen (14) days of receipt of your complaint.
If we cannot respond within this time we will inform you of the reasons for the delay and of your right to refer the complaint to COSL who is our nominated External Dispute Resolution provider. Their contact details are as follows:
Remedies
We will, when determining an appropriate remedy, take into consideration the extent of loss or damage suffered by you, relevant legal principles and codes of conduct, concepts of fairness and relevant industry best practice.
Under the Lending Link IDR policy, the Complaints Officer has complete authority to handle your complaint and you can be assured that any complaint will be thoroughly looked into and dealt with expeditiously. 
