Complaints
If something has gone wrong, we want to hear about it and put it right. This page explains how to complain, what we need from you, how long each stage takes and what you can do if you are not satisfied with our answer.
How the process works
Four steps from your first email to a final response.
Send your complaint
Email [email protected] with the subject “Complaint”, or write to us at the address below. You can also tell your account manager, who will log it for you.
We acknowledge it
You receive a reference number and the name of the person handling it. We acknowledge every complaint promptly, normally within one business day.
We investigate
A member of the Client Support & Compliance team who was not involved in the issue reviews the facts, account records and any messages you sent.
We reply in writing
You get a written answer explaining what we found, what we will do and, if we disagree with you, why.
What we need from you
Please include your full name, the email address on your account, the date of the event, what happened, what outcome you want and any evidence such as screenshots or reference numbers. The clearer the detail, the faster we can resolve it.
Do not send passwords, full card numbers, two-factor codes or API secrets. We will never need them to deal with a complaint, and anyone who asks for them is not from Lendarance.
Our postal address
[LEGAL ENTITY NAME], Level 4, 28 Furzer Street, Phillip ACT 2606, Australia. Email is faster and is the preferred route.
Timelines
| Stage | Time |
|---|---|
| Acknowledgement | Within 1 business day |
| Standard complaints | Final response within 30 calendar days |
| If more time is needed | We write to you before day 30 with the reason and a new date |
Under Australian rules, you may take an unresolved complaint to the external dispute resolution scheme once our final response is issued, or once the 30-day period has passed without one.
Escalation and external review
If you are not satisfied with our final response, or we have not responded in time, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent service that looks at complaints about financial firms. You can find its contact details through its official website.
Making a complaint to us first is usually required, and AFCA applies its own time limits, so do not wait too long after our final response.
Our commitments
- We treat every complaint seriously and handle it without cost to you.
- We keep what you tell us confidential and use it only to resolve the matter.
- A person independent of the original issue reviews your complaint, objectively.
- We keep you informed about progress and give clear reasons for our decisions.
- Making a complaint will never affect how we treat your account.
What counts as a complaint
A complaint is any expression of dissatisfaction about our service, products, staff or how we have handled your information, where you expect a response or a fix. It can be about a delay in a withdrawal, a fee you did not expect, an error in a report, the behaviour of a team member or the way your data was used.
If you simply have a question or want to change a setting, support can help straight away without a formal complaint. If you are unsure which route fits, ask. We will treat anything you describe as a complaint if you tell us that is what you want.
Complaints about payments and third parties
Some problems start with a bank, a card issuer, a payment wallet or an exchange. We cannot decide those cases for them, but we will review our part, provide the records that help you, and tell you which organisation to approach next. Please raise the issue with the third party at the same time to save days.
Keeping records
We keep a record of every complaint, the evidence provided and our reasoning for at least the period required by Australian law. You are welcome to ask for a copy of the record held about your case, and we will provide it unless the law requires us to withhold part of it.
Contact
Email [email protected]. Support hours: Monday to Friday, 9:00 to 17:30 AET (excluding public holidays); account managers reachable around the clock.