Complaints
We aim to resolve any concern about our service promptly and at the first point of contact. This page explains how to raise a complaint and how it will be handled.
Subject to legal review — skeleton headings only
1. How to raise a complaint
Phone: 0480 521 605. Email: nicholas@andorraprivate.com.au. Post: Suite R1926, 38-40 Pitt Street, Sydney NSW 2000.
2. Acknowledgement
Within two business days.
3. Investigation and response
Within 30 days for most complaints.
4. Escalation
To a senior officer within Private Credit Loans.
5. Complaints concerning a funder
Where the complaint concerns a panel lender or private investor rather than us as broker, we will assist you to raise the complaint with the relevant funder and identify the funder's complaints process.
6. External escalation
ASIC (for misconduct concerns) and state Fair Trading offices (where applicable). Note that AFCA does not have jurisdiction over loans outside the NCCP Act; that does not preclude a complainant from seeking independent legal advice or pursuing a claim through the courts.