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Complaints & Dispute Resolution

We take concerns seriously. Here's how to raise a complaint with us, and how to escalate to the external dispute resolution scheme if needed.

DRAFT — pending review. This is an on-brand template only. The final wording must be provided and approved by Adriana Fernandez’s licensee / aggregator (Australian Credit Licence 384704) before publication. It is not legal advice.

Talk to us first (Internal Dispute Resolution)

If something isn’t right, please tell us so we can put it right. Contact Adriana Fernandez at adriana.fernandez@lendladderfinance.com or 0437 738 059. We will acknowledge your complaint promptly and aim to resolve it within the timeframes required by ASIC’s Regulatory Guide 271.

Our licensee

Your complaint may also be handled through our licensee’s internal dispute resolution process (Australian Credit Licence 384704). The licensee’s IDR contact details will be provided in your Credit Guide and on request.

External Dispute Resolution — AFCA

If your complaint isn’t resolved to your satisfaction, you can refer it to the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution scheme:

  • Online: afca.org.au
  • Phone: 1800 931 678
  • Email: info@afca.org.au
  • Mail: GPO Box 3, Melbourne VIC 3001

Credit Representative Number 579102 of Australian Credit Licence Number 384704.