We take complaints seriously. This page sets out exactly how to raise a complaint with us, what we'll do, and what to do if you're not satisfied with our response. Our complaints process follows the standards set out in ASIC Regulatory Guide 271 (RG 271).
How to make a complaint to Londy Loans (IDR)
You can raise a complaint with us in any of the following ways:
- Phone — call us on (07) 3130 1674
- Email — send to david@londy.com.au
- Mail — Londy Loans, Level 7, 154 Melbourne Street, South Brisbane QLD 4101
- In person — visit the office during business hours (Mon–Fri 8:30am–5:30pm)
If you would like to make a complaint anonymously, please email us — we will respond to the email address you provide.
What information to include
To help us resolve your complaint quickly, please include:
- Your name and contact details
- The lender involved (if applicable) and the loan amount
- A clear description of the issue
- Any supporting documents (emails, statements, paperwork)
- The outcome you would like us to provide
Our IDR process and timing
- Acknowledgement within 24 hours. We will acknowledge receipt of your complaint within one business day, in writing.
- Investigation. We will investigate the complaint promptly, request any additional information needed, and consider all the facts.
- Final response within 30 days. We will provide a written final response within 30 calendar days of receiving the complaint, in line with ASIC RG 271. The response will explain our decision, the reasons for it, and what we propose to do (or not do).
- If we cannot resolve within 30 days, we will write to you explaining why, what we are still doing to resolve it, and your right to escalate to AFCA at any time.
If you are not satisfied — escalate to AFCA
If you are not satisfied with our final response, or if 30 days have passed without resolution, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA) — a free, independent external dispute resolution scheme.
AFCA member — number pending confirmation
You can contact AFCA at any time, even before 30 days has elapsed.
How to contact AFCA
- Online — www.afca.org.au
- Phone — 1800 931 678 (free call)
- Email — info@afca.org.au
- Mail — Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
AFCA decisions are binding on us if you accept them. There is no cost to you for using AFCA's service.
Complaints about the credit provider (your lender)
If your complaint is specifically about the lender (not about Londy Loans), it is usually most effective to raise the complaint directly with the lender first. Each lender on our panel has their own IDR process and is also a member of AFCA. We can help you identify the right contact.
Reporting and continuous improvement
We log every complaint received, the resolution provided, and the time taken to resolve. Patterns in complaints inform our ongoing process improvements and our reporting obligations to our aggregator and to ASIC.
Accessibility
If you need help making a complaint — for example, if English is not your first language, or if you have a disability that makes the standard process difficult — please tell us when you contact us and we will adapt the process accordingly. We can arrange:
- Translator services via the Translating and Interpreting Service (TIS National) — 131 450
- National Relay Service for hearing or speech impairment — 1300 555 727
- Written correspondence in plain English with extended response timeframes if requested
Updates to this page
This complaints process is current as of April 2026 and aligns with ASIC RG 271 standards.