Compliments & Complaints
We value your feedback. Whether you want to share a positive experience or raise a concern, we're here to listen and respond promptly.
Our Commitment to You
Your Lending Friend is committed to providing excellent service. If we fall short of your expectations, we want to know so we can make it right.
We Listen
Every piece of feedback is read and taken seriously by our team.
We Respond Promptly
Complaints are acknowledged within one business day.
We Resolve
We work to find fair outcomes within regulatory timeframes.
How to Lodge a Complaint
Contact Our Complaints Officer
Our Internal Dispute Resolution (IDR) process is operated by Viking Aggregation Pty Ltd (ACN 661 296 457, Australian Credit Licence 543046). You can lodge a complaint through any of the following methods:
Phone
1800 861 004
complimentsandcomplaints@vikingaggregation.com.au
The Complaints Officer
Viking Aggregation Pty Ltd
Level 3, 12 Waterloo Road
Macquarie Park NSW 2113
Note: You do not need to submit your complaint in writing. You may also have a representative lodge a complaint on your behalf.
Our Complaints Process
Acknowledgement
We will acknowledge receipt of your complaint within one business day.
Assessment & Investigation
We will review your complaint, examine all relevant documents, and conduct a thorough investigation.
IDR Response
We will provide you with a written response detailing the outcome of our investigation and any remedies offered.
Response Timeframes
General Complaints
Response provided no later than 30 calendar days from receipt.
Credit Default Notices
Response provided within 21 calendar days.
Hardship Applications
Response provided within 21 calendar days, with extensions in certain circumstances.
Acknowledgement
All complaints acknowledged within 1 business day.
External Dispute Resolution
If you're not satisfied with our response, or if we haven't responded within the required timeframe, you can escalate your complaint to AFCA.
Australian Financial Complaints Authority (AFCA)
Free and independent dispute resolution
AFCA provides fair and independent financial services complaint resolution that is free to consumers. They can consider complaints about credit, loans, and financial services.
When to contact AFCA: You should first try to resolve your complaint with us directly. If you're not satisfied with our response, or if we haven't responded within 30 days, you can lodge a complaint with AFCA.
Share a Compliment
Had a great experience? We'd love to hear about it!
Positive feedback helps us recognise team members who go above and beyond. If you've had an exceptional experience with Your Lending Friend, please let us know.
Your Lending Friend Pty Ltd | ABN: 72 669 448 560 | Credit Representative Number: 551509
Authorised under Australian Credit Licence 543046 (Viking Aggregation Pty Ltd)
Member of the Finance Brokers Association of Australia (FBAA) and the Australian Financial Complaints Authority (AFCA)