Internal Dispute Resolution

We recognise that sometimes things don’t go as planned. It is important to My Loanz that we resolve your concern. If you have a matter that is in dispute or a complaint about My Loanz, you can use our Internal Dispute Process by contacting us as detailed in Step 1.

The Internal Dispute Resolution Process is a 3 step process.

Step 1:

Contact My Loanz Dispute Resolution Manager:

By Phone:

By Email:


Step 2:

We will do our utmost to resolve the matter in a timely fashion. If we cannot resolve the matter promptly due to its complexity, you will be advised in writing.

Step 3:

If you are still not satisfied with the outcome, you can refer your concern to an independent external Dispute Resolution Scheme whose details appear below.


External Dispute Resolution Service

The Credit & Investments Ombudsman (CIO) was established to provide assistance in dispute resolution between clients and members of the financial services industry, which include mortgage managers and providers of financial products. Services are free to consumers.

How to contact them:


By phone: 1800 138 422

By Fax: 02 9273 8440

Mail: PO Box A252, South Sydney, NSW 1235