Complaints Handling and Dispute Resolution

How to contact Natloans about a complaint

The Natloans complaints page retrieved on 15 October 2026 names Mary Nebotakis as Complaints Officer. You can also speak to any Natloans representative and ask to be referred to the Complaints Officer; you do not have to rely on a specific staff member being available.

The source identifies the business as Natloans Pty Ltd, ABN 39 153 007 240. Contact details and the named role above are what Natloans published; confirm the appropriate current contact through the main office. The captured source obscured its email addresses, so no email address has been guessed here.

Response timeframes: current guidance and older website wording

Do not treat the original page’s 45-day statement or one-business-day recording exemption as current general rules. ASIC RG 271 generally requires a response to standard complaints within 30 calendar days, subject to its exceptions. Certain credit complaints have different timeframes. Firms must record all complaints. A limited exemption from a written response for some complaints closed within five business days is separate from recording. See RG 271, Table 2 and paragraphs 271.71–271.73 and 271.179, checked 15 October 2026. Ask about the timeframe applicable to your complaint; this page does not establish a new Natloans internal policy.

The complaint pathway described by Natloans

1. Raise the concern. The published policy suggests contacting your loan writer to explain the problem. It also permits direct contact with the Complaints Officer or main office.
2. Internal review. The published escalation process refers unresolved concerns to the Complaints Officer for documentation, investigation and response. The source describes escalation after one working day; this is its published workflow, not a reason to delay recording or recognising a complaint.
3. Outcome and further review. The policy says a final response should explain the outcome, reasons and external-review options. Where a response is delayed, it says the customer should be told why and given external-dispute-resolution details. Use the current-guidance section above for timeframes.
4. External resolution. If the matter remains unresolved, contact the Australian Financial Complaints Authority (AFCA) to ask whether it can consider your complaint and what steps apply.

External dispute resolution: AFCA

The introduction to Natloans’ published policy identifies AFCA as its external dispute resolution scheme. Elsewhere the same page retains legacy Credit Ombudsman Service Limited (COSL) wording and member number M0005375. That legacy number is not presented here as an independently verified current AFCA membership number.

AFCA’s complaint service is free for consumers. Use AFCA’s current complaint page or call 1800 931 678. AFCA recommends raising the complaint with the financial firm first. Its financial firm search can help identify the relevant member. These links were checked on 15 October 2026. Do not use the old COSL address or contact details as current escalation instructions.

What the published policy treats as a complaint

The source cites AS ISO 10002-2006 and describes a complaint as dissatisfaction about the organisation’s products, services or complaint-handling process where a response or resolution is expected, whether explicitly or implicitly. Informal concerns are included. The older standard citation is preserved as a description of the published document, not as confirmation of the currently applicable standard.

Who the process covers

The published policy includes complaints involving credit representatives as well as representatives of the business. Its explanatory text refers to sections 64(2) and 65(2) of the National Credit Act, describes authorisation of credit representatives, notes that employees and directors can act without a separate credit-representative authorisation, and notes that a representative may act for more than one licensee. These are descriptions of the source’s coverage; they are not a current authorisation check on any individual.

What complainants can expect under the published policy

• Respectful treatment and consideration of relevant documents and evidence.
• Information about the complaint-handling process and further review options.
• A decision and explanation of the reasons.
• A free internal complaints process and confidential handling of complaint information.

Published investigation, governance and review arrangements

The source says the Complaints Officer reports to the director, investigates carefully and promptly, and provides a written report at least annually. It assigns annual review of the IDR process to Mary Nebotakis, including checking legal, licence and industry requirements and whether the process remains useful. It says changes are communicated to staff by email and reflected in internal guidance. These are published commitments, not evidence that any particular annual review has been completed.

The source says systemic issues are brought immediately to the business owners and complaints are classified and analysed for recurring, systemic and individual problems. It also contains historical EDR-membership notification wording: notification to ASIC within three business days if membership ceases or is expected to cease, including reasons and, where a replacement scheme has not been joined, the intended scheme, steps taken and expected timing. Confirm current regulatory obligations separately rather than treating this legacy passage as an operating instruction.

Guiding principles in the published policy

Possible remedies

For a justified complaint, the published policy lists an apology, compensation, a change to contractual obligations or a free service as possible recommendations. The appropriate outcome depends on the complaint and the findings; none of these remedies is promised for every complaint.

Frequently asked questions

Must I make a formal written complaint?

The published definition includes informal dissatisfaction where a response is expected. Telephone and representative-referral routes are listed alongside postal contact.

Can I contact the Complaints Officer directly?

Yes. The published policy allows direct contact or referral through any Natloans representative. The main office can confirm the current responsible person.

Do I have to wait 45 days before seeking help?

Do not rely on that legacy figure. See the current-guidance section and contact AFCA about the timing and options relevant to your complaint.

Does quick resolution mean a complaint does not need recording?

No. ASIC’s recording requirement is distinct from any written-response exemption. The older one-business-day exemption on Natloans’ source page should not be treated as current guidance.

Is the process free?

Natloans’ published policy says IDR is free. AFCA also provides a free complaint service for consumers.

Is COSL the current contact?

Use the linked AFCA complaint service. The source’s COSL references are legacy wording; its introduction identifies AFCA.

Is a remedy guaranteed?

No. The source lists potential remedies for justified complaints. The outcome depends on the investigation and circumstances.

Where is the original policy?

Read Natloans’ original complaints-handling page. This structured explanation distinguishes its published arrangements and legacy passages from the linked regulatory guidance.

Sources and dates

• Natloans complaints-handling page, retrieved 15 October 2026. The supplied source metadata records publication on 27 August 2025 and modification on 5 August 2026.
• ASIC Regulatory Guide 271, linked above, checked 15 October 2026.
• AFCA complaint page and financial firm search, linked above, checked 15 October 2026.