Complaints

Complaints and Feedback

If something hasn't gone the way it should, we want to know. Here is how to raise a complaint with us, with our licensee outsource Financial, or with the Australian Financial Complaints Authority (AFCA).

Call (07) 3194 0888

We want to hear from you

If you are unhappy with our service, or something we did or did not do, please tell us. Feedback, good or bad, helps us improve. A complaint is any expression of dissatisfaction, whether you say it by phone, email, letter, social media or in person. It does not need to use the word “complaint”.

We will treat your complaint fairly, take it seriously and not treat you differently because you made it. It costs you nothing to make a complaint.

How to make a complaint

Phone: Johnathon Reeves, 0477 030 456, or the office on (07) 3194 0888
Email: johnathon.reeves@timehomeloans.com.au
Post: Time Home Loans Pty Ltd, PO Box 2505, Brookside Centre QLD 4053

Please tell us what happened, what you would like us to do about it, and how to reach you. If you need help making a complaint, for example an interpreter or support from someone you trust, let us know and we will arrange it.

You can also lodge your complaint directly with outsource Financial, our licensee, without going through us first. Contact its Complaints Officer:

Phone: 1300 781 481
Email: info@outsourcefinancial.com.au
Post: Complaints Officer, outsource Financial Pty Ltd, 406/19 Roseby Street, Drummoyne NSW 2047

What happens next

We acknowledge it. We will acknowledge your complaint within 1 business day of receiving it.
We try to fix it. Johnathon Reeves will look into your complaint and aim to resolve it with you directly.
We escalate if needed. If it is not resolved to your satisfaction within 5 business days, we will pass it to the Complaints Officer at outsource Financial, our licensee.
We give you our decision in writing. We will tell you the outcome and our reasons within 30 calendar days of receiving your complaint. If we cannot meet that time, we will write to you before it ends, explain why, and tell you when to expect an answer.

Our decision letter will also tell you how to take your complaint to AFCA if you are not satisfied.

If you are not satisfied: AFCA

If you are unhappy with our response, or you have not had a response within 30 calendar days, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is the free, independent external dispute resolution scheme approved by ASIC. You do not have to go through our process first, but AFCA may ask you to give us a chance to resolve the complaint.

Our licensee, outsource Financial Pty Ltd (ACL 384324), is a member of AFCA. AFCA membership number: 44623.

Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

AFCA has time limits for lodging complaints. Contact AFCA to check how they apply to you.

Prefer to talk it through?

Call Johnathon on 0477 030 456 or the office on (07) 3194 0888.

Get in touch

Time Home Loans Pty Ltd ACN 161 695 012, Credit Representative 529395 is authorised under Australian Credit Licence 384324.