Feedback and complaints
If something has gone wrong, tell us. Here is how we deal with it and where you can take it next.
Step 1: tell us
Contact Liam Marshall directly. Most problems can be fixed with a phone call.
- Phone: 03 6100 2020
- Email: hello@modernlending.com.au
Tell us what happened and what you would like us to do about it. You can ask someone else to contact us for you.
Step 2: what we do
- We acknowledge your complaint within one business day, or as soon as we practically can.
- We investigate and keep you informed.
- We give you a written response no later than 30 calendar days after receiving the complaint. Shorter timeframes apply to some matters, such as financial hardship.
Complaints are handled under the internal dispute resolution procedure of our licensee, Outsource Financial Pty Ltd (Australian Credit Licence 384324). Making a complaint is free.
Step 3: if you are not satisfied
If we have not resolved your complaint within 30 days, or you are unhappy with the outcome, you can take it to the Australian Financial Complaints Authority (AFCA). AFCA is a free and independent service.
- Website: afca.org.au
- Phone: 1800 931 678 (free call)
- Email: info@afca.org.au
- Post: GPO Box 3, Melbourne VIC 3001
Time limits apply to complaints to AFCA, so act promptly.
Privacy complaints
For complaints about how we have handled your personal information, see our privacy policy.
Last updated November 2026.