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Legal

Complaints & Disputes

If we have got something wrong, we would rather hear it from you than not hear it at all. This page explains how to complain, what we will do about it, and where to go if our answer does not satisfy you.

Last updated 2026-08-23

About this document

This page applies to complaints about Group of We’s trading as WeL’nd, ABN 20 672 801 651, Credit Representative Number 554029. A complaint costs you nothing. It does not affect any application you have with us, and it does not affect how we treat you afterwards.

Tell us first

Most complaints come from a gap between what someone expected and what happened. Those are usually resolved in a single conversation with someone senior. Start with us, because it is the fastest route and because the external scheme will generally expect you to have done so.

Three ways to reach us.
ChannelDetail
Phone1300 015 267
EmailInfo@WeLnd.com.au
Post1/3 Westside Avenue, Port Melbourne VIC 3207

You can complain in whatever way suits you. You do not need to use a form, you do not need to use legal language, and you do not need a representative. If you would prefer someone else to speak for you, such as a family member, an accountant or a financial counsellor, tell us who they are and give us your authority to deal with them.

If you need help making a complaint

Tell us if you need an interpreter, a National Relay Service call, larger print, or more time to respond because of illness or another circumstance. We will arrange what we reasonably can. Free financial counselling is available in every state and territory through the National Debt Helpline, and a financial counsellor can help you put a complaint together at no cost.

What to include

We can act faster on a complaint that gives us something to work with. Where you can, include the following.

  • Your name and the best way to contact you.
  • The loan, application or enquiry the complaint relates to, and any reference number you have.
  • What happened, and when. Dates and names help.
  • Which part of it you are unhappy with.
  • What you would like us to do to put it right.
  • Copies of anything relevant, such as emails, documents or file notes.

If you do not have all of that, complain anyway. We will ask for whatever else we need. If we do need more information from you, we will ask for it promptly rather than at the end of our review, and we will tell you if waiting on it changes our timing.

What we do when we receive it

  1. 01

    We acknowledge it

    We confirm we have received your complaint, promptly and in any event within one business day where that is practical. We tell you who is handling it and how to reach them.

  2. 02

    We record it

    Every complaint is logged in our complaints register with the date received, the substance of it and the outcome. That register is reviewed so that recurring problems get fixed at the source rather than one file at a time.

  3. 03

    We review it independently

    Where it is practical, the complaint is reviewed by someone who was not involved in the original decision. We look at the file, the file notes, the correspondence and the disclosures you received, and we speak to the staff involved.

  4. 04

    We may come back to you

    If something is unclear or we need a document, we will contact you. If we think we can resolve it immediately to your satisfaction, we will propose that and confirm it in writing.

  5. 05

    We give you a written answer

    You receive a response setting out the outcome, the reasons for it, and the information we relied on. If we are not upholding your complaint, we say why in plain words. The response also tells you about your right to go to AFCA and the time limit for doing so.

How long it takes

The regulator sets maximum timeframes for financial firms to provide an internal dispute resolution response. As a general standard that is thirty calendar days from the day the complaint is received, with shorter maximums for complaints about a default notice and for complaints involving a hardship notice or the postponement of enforcement proceedings.

Most complaints are resolved well inside that. If we cannot meet the timeframe, we will write to you before it expires, explain the reason for the delay, tell you when you can expect an answer, and tell you that you can take the matter to AFCA at that point.

If our answer does not satisfy you

The Australian Financial Complaints Authority is the independent external dispute resolution scheme for financial and credit services in Australia. It was set up under Commonwealth law and is free to consumers and small businesses.

  • You can go to AFCA if we have not resolved your complaint, if you are unhappy with our response, or if we have not responded within the required timeframe.
  • AFCA is independent. It is not part of us and it is not an advocate for either side.
  • There is no cost to you for lodging a complaint with AFCA.
  • A determination by AFCA binds the financial firm if you accept it. You are not bound unless you accept it, and you keep your other legal rights if you do not.
  • There are time limits on when a complaint can be brought. They depend on the type of complaint, so do not sit on it.

AFCA publishes its current phone number, postal address, online complaint form, time limits and the rules it operates under on its own website at afca.org.au. Those details are public and are the authoritative source, so we point you there rather than reproduce them here where they could go stale. Ask us and we will give them to you directly.

Other places you can take a matter

AFCA is the right destination for most credit complaints. A few matters belong elsewhere.

  • Privacy and credit reporting. If your complaint is about how we handled your personal information or your credit information, you can take it to the Office of the Australian Information Commissioner after raising it with us.
  • Misconduct by a licensee. The Australian Securities and Investments Commission takes reports of misconduct. ASIC does not resolve individual disputes or award compensation, so a report to ASIC is not a substitute for AFCA.
  • Industry membership. We are a member of the Finance Brokers Association of Australasia, which has its own code of practice and disciplinary process.
  • Tax matters. A dispute with the Australian Taxation Office about an assessment, a penalty or a remission is between you and the ATO, and is a matter for your registered tax agent. It is not something a broker can resolve.

Nothing on this page limits your legal rights. You can seek your own legal advice at any stage, and you can go to court, although AFCA is usually faster and does not cost you anything.