Compliments & Complaints
At Archer Lane Home Loans, we are committed to building strong and lasting relationships with our clients by delivering a high level of service and support.
As a Credit Representative (575223) of Finsure Finance and Insurance Pty Ltd (ACL 384704), we value your feedback. It helps us address any concerns promptly and continuously improve our services.
We welcome both compliments and complaints.
Compliments
We are always pleased to hear when we have provided a positive experience.
If you feel you have received exceptional service, we would love to hear from you.
You can contact us directly:
Archer Lane Home Loans
📧 emily@archerlane.com.au
📞 0447 766 960
🌐 www.archerlane.com.au
Alternatively, you can also provide feedback to our aggregator:
📧 compliance@finsure.com.au
📞 1300 346 787 (Option 3)
Concerns or Complaints
If for any reason you feel that we have not met your expectations, we encourage you to let us know so we can resolve the issue as quickly and fairly as possible.
How to lodge a complaint
Step 1 — Contact Archer Lane Home Loans
📧 emily@archerlane.com.au
📞 0447 766 960
Please provide as much detail as possible so we can assess your complaint efficiently.
Step 2 — Escalate to Finsure
If your complaint is not resolved or you would prefer to escalate:
Finsure Finance and Insurance Pty Ltd
📧 complaints@finsure.com.au
📞 1300 346 787 (Option 3)
Mail:
Complaints Officer
Finsure Finance and Insurance Pty Ltd
Level 27, 10 Carrington Street
Sydney NSW 2000
Acknowledgement and Resolution Timeframes
We will acknowledge your complaint within 1 business day
We aim to resolve complaints within 5 business days where possible
If further investigation is required, we will provide a final response within 30 days
You can request an update on your complaint at any time.
If you are not satisfied
If you are not satisfied with the outcome of your complaint, you can escalate it to our external dispute resolution scheme:
External Dispute Resolution
Australian Financial Complaints Authority
📧 info@afca.org.au
📞 1800 931 678 (free call)
Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
AFCA provides fair and independent financial services complaint resolution that is free to consumers.