Feedback & Complaints

We Value Your Feedback

At Logan Home Loans, feedback helps us improve the information, guidance, and experience we provide.

If you have feedback, concerns, or a complaint about your experience with Logan Home Loans, we encourage you to let us know so we can review the matter fairly and transparently.


How to Provide Feedback or Make a Complaint

You can contact us using the details below to share feedback or raise a concern relating to:

  • Information provided on our website
  • Communication or general interactions with Logan Home Loans
  • Our education or referral process

All feedback and complaints are taken seriously and reviewed in a timely manner.


What to Include

To help us understand and review your feedback or complaint, please include:

  • Your name and contact details
  • A clear description of the issue or concern
  • Any relevant dates or supporting information

This helps ensure the matter can be reviewed efficiently.


Our Process

Once we receive your feedback or complaint:

  1. We will acknowledge receipt within a reasonable timeframe
  2. The matter will be reviewed objectively
  3. We may contact you if further clarification is required
  4. We will respond with an outcome or explanation once the review is complete

Our aim is to handle feedback and complaints in a respectful, transparent, and fair manner.


Important Information About Our Role

Logan Home Loans provides education and referral support only. We do not provide credit advice, recommend loan products, or assist with loan applications.

If your feedback or complaint relates to credit advice, loan recommendations, or a loan application, it should be directed to the appropriately licensed mortgage broker or lender who provided that service.


Escalating a Complaint

If your complaint relates to a licensed mortgage broker you were introduced to and you are not satisfied with their response, you may be able to escalate the matter through their internal dispute resolution process or the relevant external dispute resolution body outlined in their disclosures.


Contact Details

To provide feedback or make a complaint, please contact us via:

  • Email: julie@loganhomeloans.com.au
  • Phone: 0421 866 324
  • Contact Form: via our Contact page