Thrift Private 0478 715 429

Private lending › Complaints

Complaints and disputes.

If something has gone wrong, we want to hear about it directly and fix it. Here is exactly how that works and where you can take it if we do not get it right.

Step one: tell us

Contact us with the details of your complaint. Give us your name, the best way to reach you, what happened, and what outcome you are looking for.

  • Phone: 0478 715 429
  • Post: 22 Giffnock Ave, Macquarie Park NSW 2113
  • Or use the enquiry form on any page and mark it as a complaint.

We will acknowledge your complaint promptly and aim to resolve it as quickly as possible. Under ASIC's requirements we must give you a written response within 30 calendar days, explaining our decision and the reasons for it, and telling you how to escalate if you disagree.

Step two: our licensee

Thrift Private operates as Credit Representative 560115 of Loan Market Group Pty Ltd, Australian Credit Licence 517192. Complaints that we cannot resolve directly are escalated to the licensee's internal dispute resolution team, which will review the matter independently of us.

Step three: the Australian Financial Complaints Authority

If you are not satisfied with the outcome, or you have not received a response within 30 days, you can take your complaint to the Australian Financial Complaints Authority. AFCA is a free, independent external dispute resolution scheme, and its decisions are binding on us if you accept them.

  • Online: afca.org.au
  • Phone: 1800 931 678 (free call)
  • Email: info@afca.org.au
  • Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

There are time limits on when a complaint can be lodged with AFCA, so it is worth acting promptly rather than waiting.

Privacy complaints

If your complaint concerns how we handled your personal or credit information, our privacy policy sets out the process. You may also complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

What we will not do

We will not treat you differently for making a complaint, and we will not charge you for making one. If a complaint reveals a problem in how we work, we would rather know about it than not.