You can contact us by email at firstname.lastname@example.org or in writing at:
Level 5, 535 Bourke Street
Melbourne, VIC 3000, Australia
Our Compliance Officer will assist you in handling any complaints and, if appropriate, determine a fair solution.
You will be informed of the decision and the reasons for that decision.
Unless there are exceptional circumstances, we’ll respond to your complaint within 10 days of receiving the initial complaint.
If we are unable to resolve your complaint within 30 days, we’ll inform you of the reasons for the delay, and specify a date when a decision can be reasonably expected. Alternatively, if you’re not satisfied with the solution, we will notify you of your right to lodge a complaint with:
- Australian Financial Complaints Authority (AFCA), or
- Australian Finance Industry Association (AFIA).
The complaint will be processed at no charge to you.
If you approach AFCA or AFIA before communicating with Moula, they will refer you back our way. In fact, our intention is to resolve all issues, so that you’ll never need to contact AFCA or AFIA.
Australian Finance Industry Association (AFIA)
Moula, as a Code Compliant Member of the AFIA Online Small Business Lenders Group, is bound by the terms of the Code of Lending Practice. As such, Moula is subject to oversight by AFIA’s Code Compliance Committee (CCC). Complaints against a member of this group can be submitted for investigation by CCC on the AFIA website.
Code Compliance Committee