Dispute Resolution

Please assist us in continually improving our service to you.

At Bond Loans, we pride ourselves on meeting and exceeding our client's expectations. We have a reputations for excelling in customer service and operating our business with integrity and fairness. However, despite this, we understand that no matter if we do everything in power, things don't always go to plan and problems can 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

All of our staff have been trained to take the necessary steps to address your concern as soon as we are made aware, so please contact us first. If however a staff member is not able to resolve the matter, we will elevate your concern with 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 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 follow to resolve my complaint?

Once we acknowledge receipt of your complaint, our initial assessment with be undertaken and completed within three (3) business days. Though under the Internal Dispute Resolution Policy Bond Loans has up to 45 days to respond to your complaint, we will strive to provide you our final response within five (5) business days. Bond Loans 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 rarely receives complaints and in most cases the complaint is resolved within days using our proven Internal Dispute Resolution Policy. As a further assurance of the commitment Bond Loans as to delivering customer satisfaction we are also a member of an External Dispute Resolution Scheme.

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