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Other Concerns
What we do about complaints
The LLL is committed to a fair and prompt resolution of any disputes or complaints.
You can contact the Complaints Contact Officer by any of the methods listed under LLL Contacts – this could be by either phoning, emailing, faxing, sending a letter or visiting our office street address.
If you have chosen to email, fax or write to us with a complaint, you will receive an acknowledgement so you will know that we have received your complaint.
The Complaints Contact Officer will assist you with handling the complaint and will advise if any further information is needed. The Complaints Contact Officer will liaise with managers and staff at LLL to find answers for you and if appropriate determine a fair remedy. You will be informed of the decision and the reasons for that decision.
Unless there are exceptional circumstances, we will in all instances respond to your complaint within 45 days of receipt of the initial complaint. If you are not satisfied with the result of your complaint you may wish to contact Credit Ombudsman Service Limited.
If we are unable to resolve the complaint within 45 days we will:
- Inform you of the reasons for the delay;
- Specify a date when a decision can be reasonably expected; and
- Notify you of your right to contact Credit Ombudsman Service Limited.
All complaints will be processed at no charge to you. Credit Ombudsman Service Limited may be contacted as follows:
| Phone: | 02 9273 8400 |
| Fax: | 02 9261 2798 |
| Email: | info@cosl.com.au |
| Address: | Level 7, 287 Elizabeth Street, Sydney, NSW, 2000 |
| Mail: | PO Box A252, Sydney South, NSW, 1235 |
| Website: | www.cosl.com.au |