Dispute Resolution
If something has gone wrong, here is exactly how to raise it, how quickly we respond, and where to go if you are still not satisfied.
Lend Dreams is committed to providing exceptional service and to addressing concerns fairly, transparently and promptly. If you have a complaint, please contact us directly first so we can resolve it through our internal process.
Step 1: raise it with us (internal dispute resolution)
Lodge a complaint with our Complaints Officer:
- Phone: 0415 484 234
- Email: info@lenddreams.com.au
- Mail: Complaints Officer, Lend Dreams, 97 Coastside Drive, Armstrong Creek VIC 3217
We aim to acknowledge every complaint within one business day and to resolve it within 21 days where possible. If we need more time, or need more information from you, we will tell you.
Step 2: escalate to our licensee
If the matter is not resolved within five business days, you may escalate it to the Complaints Manager at our licensee, Purple Circle Financial Services Pty Ltd (Australian Credit Licence 486112):
- Phone: 1300 366 406
- Email: compliance@purplecfs.com.au
- Mail: 14A Porter Street, Beaconsfield WA 6162
The licensee acknowledges complaints within 24 hours and aims to provide a written outcome within 30 calendar days of receiving the complaint.
Step 3: independent review (external dispute resolution)
If you are not satisfied with the outcome, or the complaint remains unresolved after our internal process, you can refer it to the Australian Financial Complaints Authority (AFCA). AFCA is independent, and its service is free to consumers.
- Phone: 1800 931 678 (free call)
- Email: info@afca.org.au
- Website: www.afca.org.au
- Mail: GPO Box 3, Melbourne VIC 3001
Complaints about a lender or other third party
If your complaint relates to a product or service provided by a third party, such as a lender, we may ask you to contact them directly so it is handled under their own dispute resolution process. If you remain dissatisfied, you can refer the matter to their external dispute resolution scheme, which for most lenders is also AFCA.
Privacy complaints
Concerns about how your personal information has been handled follow the same steps. If we cannot resolve the matter you may contact the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au. Details are in our Credit Guide.