Legal
Complaints and Dispute Resolution
On this page
How to make a complaint to Victorian Lending Solutions, what we will do about it, and where to go if you are not satisfied with our response.
Effective 28 September 2026
Making a complaint
If you are unhappy with our service or with how we have handled your matter, please tell us. We would rather know, and making a complaint is free.
You can complain however suits you — by email to contact@victorianlending.com.au, by phone on 04 35 35 36 36, in writing to Suite 6 / 45 Tallis Court, Truganina VIC or 1040A North Road, Bentleigh East VIC 3165, or in person with any member of our team.
It helps to tell us what happened, when it happened, and what you would like us to do to put it right. If you need help making a complaint, ask us and we will help.
What we will do
Complaints are handled by Viren Amin, our Head of Compliance, or Nihar Shah, our Managing Director.
We will acknowledge your complaint within one business day of receiving it, or as soon as practicable, and tell you who is looking after it.
We will look into it fairly, keep you informed, and give you a final written response within 30 calendar days of receiving your complaint.
If we cannot give you a final response within 30 days, we will write to you before then to explain why, tell you when we expect to respond, and tell you about your right to take the complaint to the Australian Financial Complaints Authority.
If you are not satisfied: AFCA
If you are not satisfied with our response, or you have not received it within 30 days, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. Victorian Lending Solutions Pty Ltd is an AFCA member — member number 123550.
Time limits may apply to complaints to AFCA, so you should act promptly or check the time limits on AFCA's website.
- Website: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678 (free call)
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Complaints about your personal information
If your complaint is about how we have handled your personal information, our Privacy Policy explains how to raise it and your right to contact the Office of the Australian Information Commissioner.
About us
Victorian Lending Solutions Pty Ltd (ACN 698 345 498) is Credit Representative Number 000580024 of National Mortgage Brokers Pty Ltd (Australian Credit Licence 391209).
This page is effective from 28 September 2026.