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We have a list of frequently asked questions and answers that might help you on your loan journey.

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Customer service FAQ

Setting up & Accessing Accounts

There are no fees associated with viewing transactions, transferring funds or scheduling payments via your online services. There is a $10.00 fee for ordering interim statements.

To access Smart Money visit https://money.loans.com.au/ or click the sign in icon in the top left hand corner of the website. You should have received a login number and temporary PIN during your loan approval. If not, give us a call on 13 10 90 from 7am to 7pm AEST Monday to Friday and our staff can set you up.

Call our Customer Care Team on 13 10 90 (Monday to Friday between 7am and 7pm AEST) and we will update your Direct Debit immediately.

To give a Third Party the authority to contact us regarding your accounts, please complete a Third Party Authority form, which you can request by contacting our Customer Care team on 13 10 90 7am to 7pm Monday to Friday. A Third Party can be given access to find out information about your accounts, but will not have access to Internet Banking, Cards, or to make any changes to your accounts.

If you're making Interest Only repayments, then your repayments will be monthly. If you're making Principal and Interest repayments, then you have the option to choose between Weekly, Fortnightly, or Monthly payments. To discuss your repayment options further, please contact our Customer Care team on 13 10 90 (7am-7pm Monday to Friday). We'll be happy to help.

Smart Money is secured by Geotrust. SSL certificates from Geotrust® are the ultimate security and trust solution delivering both 256-bit encryption and the True Site™ trust mark providing third party website identity validation. The presence of SSL means you can rest assured that communications (e.g. credit card numbers) sent between your browser and this site’s web servers are private and secure when the SSL session is activated.

You can setup a pay anyone account using our online money management service Smart Money, and clicking "Personal Payees". To make sure it's you setting up the pay anyone account, we will send you an SMS activation code that must be entered before you can send any money to the new pay anyone account. If you don't have a mobile phone or mobile signal to receive the SMS activation code, contact our Customer Care team on 13 10 90 (7am-7pm AEST Monday to Friday) and we'll send you a form to setup a new pay anyone account.

You can setup a pay anyone account using our online finance management service, Smart Money, and clicking "Personal Payees". To make sure it's you setting up the pay anyone account, we will send you an SMS activation code that must be entered before you can send any money to the new pay anyone account.

If you don't have a mobile phone or mobile signal to receive the SMS activation code, contact our Customer Care team on 13 10 90 7am-7pm AEST Monday to Friday and we'll send you a form to setup a new pay anyone account.

Financial Hardship

By calling in and speaking to someone in our payments team on 1800 651 898. You will need to complete a hardship application and return it with all the relevant supporting documents within 28 days.

When we receive your hardship application we will contact you within 5 days. Depending on your personal circumstances, it may take up to 4 weeks to have a final outcome on your hardship application commencing from when we receive your hardship application, complete with the relevant supporting documents.

Please call our Payments team on 1300 784 434 between 7am to 5pm AEST Monday to Friday for further assistance.

Please call our Payments team on 1300 784 434 between 7am to 5pm AEST Monday to Friday for further assistance.

Complaints & Contact

Loans.com.au has an Internal Dispute Resolution (IDR) process to investigate and respond to all customer complaints within 45 days. Our IDR process is detailed below.
 
Referral
When we receive a complaint, the matter is referred to a manager with the appropriate knowledge and authority to undertake the investigation. 
 
Investigation
The manager completes a thorough investigation of your complaint and sources any supporting documentation if required. Once their investigation is completed, full details and results are returned to the Customer Relations team for assessment. 
 
Response
Once we receive the completed complaint investigation, we will then provide the outcome of the investigation and the reasons for reaching that decision to you in the same way you contacted us whether that’s by post, fax, email (if submitted via our website), or telephone. 
 
If you aren’t satisfied with our response to your complaint, you have the option to contact the Australian Financial Complaints Authority (AFCA) with your concerns. 
 
Before you contact AFCA, you must give Loans.com.au the opportunity to investigate and respond to your complaint.

You can contact the Australian Financial Complaints Authority at www.afca.org.au or on 1800 931 678.

Our Loan Specialists are available from Monday to Friday, 8:00 am until 6:00 pm, AEST. Please feel free to call us on 13 10 90 if you wish to speak directly with our Loan Specialists.

Our live chat hub hours are Monday to Sunday between 7am and 12am AEST.

Loans.com.au welcomes all feedback from all our customers. If you have a concern that can’t be resolved straight away, we will investigate your case and keep you informed of the progress.

If you have a complaint, please contact loans.com.au at: customerrelations@loans.com.au

You can call Customer Care on 13 10 90 option 3. Our Customer Care team are based in Brisbane and available from Monday to Friday 7am to 7pm. AEST.

All of our home loan, car loan and insurance products can be viewed on our website.
Click here to compare our home loans.
Click here to compare our car loans.

Home loan FAQ

Applying for a home loan FAQs

We charge a settlement fee of $300.00 and in addition a valuation fee. The valuation fee for a standard property in a metropolitan area in a major city starts at $220.00 for properties valued up to $1million. The valuation fee is not refundable and is payable when the valuation is ordered. The remaining $300.00 settlement fee is deducted from the loan proceeds at settlement.

To track the status of your existing home loan application, login to onTrack.

Managing your home loan FAQs

If you're making Interest Only repayments, then your repayments will be monthly. If you're making Principal and Interest repayments, then you have the option to choose between Weekly, Fortnightly, or Monthly payments. To discuss your repayment options further, please contact our Customer Care team on 13 10 90 (7am-7pm Monday to Friday). We'll be happy to help.

Please call Customer Care on 13 10 90 between 7am to 7pm AEST Monday to Friday to set a fixed amount as chosen by yourself or the minimum loan repayment required.


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