Dispute Resolution

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Please help us to continually improve our service to you.

We have a reputation for customer service excellence and operate our business with integrity and fairness. Bond Loans Queensland prides itself on meeting and exceeding client expectations but recognises that sometimes, no matter how hard we try, things don't go as well as they should and problems arise. If this happens to you, please let us know so we can work together to fix the problem promptly.

Please talk to us first

Once we are aware of your concern, our staff are trained to take the appropriate steps to address your concern straight away. If the staff member is not able to resolve the matter directly, it will be referred to our Resolution Manager. Our Resolution Manager will investigate the issue and take all reasonable steps to resolve the matter with you promptly and efficiently.

How to make your complaint

Contact the Bond Loans Queensland Customer Resolutions team:

c/ Resolution Manager

PO Box 1771
Potts Point 1335
Phone: 1300 71 50 90 (Australia)
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

What process does Bond Loans Queensland follow to resolve my complaint?

We will acknowledge receipt of your complaint immediately and our initial assessment will be complete within three (3) business days. Bond Loans Queensland has up to 45 days to respond to your complaint under the Internal Dispute Resolution Policy, however we will endeavour to provide our final response within five (5) business days. Bond Loans Queensland will maintain regular contact with you by phone and or email to let you know:

  • Who is dealing with your complaint
  • When we will contact you again
  • The status of your complaint during our investigation and how it is progressing
  • Any further information needed to help our assessment of your complaint

Bond Loans Queensland rarely receives complaints and almost always the matter is satisfactorily resolved within days using our proven Internal Dispute Resolution Policy. As a further assurance of the commitment Bond Loans Queensland has to delivering customer satisfaction we are also a member of an External Dispute Resolution Scheme.