General FAQ

Established in 2011, loans.com.au is one of Australia’s first online lenders offering great value and award-winning car and home loans. Part of the Firstmac Group, Australia’s leading non-bank lender, we’re backed by over 40 years of expertise. Our Brisbane-based lending specialists have helped thousands of customers make confident decisions and save on their home and car buying journeys. Read Our Story to learn more about how it all began.

A non-bank lender is a financial institution that is not a bank, credit union or building society. It has its own source of wholesale funds to provide loans, with an added margin to profit. To learn more about it, click here.

There are no fees associated with viewing transactions, transferring funds or scheduling payments via your online services. You can also download unlimited interim statements, completely free of charge.

To access Smart Money visit https://money.loans.com.au/ or click the sign in icon in the top right hand corner of the website. You will receive your customer number and a temporary access code once your loan settles, however if you need assistance with these details give our Customer Care Team a call on 13 10 90 from 7am to 7pm AEST Monday to Friday.

We have prepared a user guide to assist customers with navigating their Smart Money platform.

You can set up or edit an existing direct debit when logged into your Smart Money account under the “Manage - Loan Services” tab, then select “Edit direct debit details”. Alternatively, call our Customer Care Team on 13 10 90 (Monday to Friday between 7am and 7pm AEST) and we can assist with updating your direct debit.

To give a Third Party the authority to contact us regarding your accounts, please complete a Third Party Authority form, which you can request by contacting our Customer Care Team on 13 10 90 7am to 7pm Monday to Friday.

A Third Party can be given access to find out information about your accounts, but will not have access to Internet Banking, cards, or to make any changes to your accounts.

You can setup prenominated accounts by logging into Smart Money under the “Accounts” tab. Select "Payees and BPay" to add your prenominated accounts. To make sure it's you setting up the pay anyone account, we will send you an SMS activation code that must be entered before you can send any money to the new pay anyone account.

If you don't have a mobile phone or mobile signal to receive the SMS activation code, contact our Customer Care team on 13 10 90 7am-7pm AEST Monday to Friday and we'll send you a form to setup a new pay anyone account.

You can do that by logging into your Smart Money account under the “Accounts” tab and selecting the “Payees and BPay” option.

You can transfer money to your loans.com.au account via online transfer or over the counter deposit at any Bank@Post Australia Outlet.

For online transfer you can use the BSB 704997, with bank name Indue Ltd, then your 9-digit account number.

You may go to “Manage Accounts” then "Account Details" to check the BSB and your 9-digit account number.

Your Smart Money account is protected with SSL encryption from GeoTrust. This technology helps keep your information private by securing the connection between your browser and our website. When SSL is active, any data you send, such as personal or payment details, is safely encrypted to help prevent unauthorised access.

You can enhance your online security by taking simple steps, such as keeping your login details private and ensuring your device is up to date.

Your security is our priority at loans.com.au
Online scams are getting more sophisticated and targeting everyday Australians. Visit our Security Hub for practical tips, real scam examples, and simple steps to help protect your personal and financial information.

It’s important to know that loans.com.au will never ask you to confirm personal or banking details via email or SMS.

If you receive any suspicious communications claiming to be from loans.com.au, please report them immediately by emailing fraud@loans.com.au or calling us on 13 10 90.

For more tips and to report a scam, visit ScamWatch.

Please call our payments team on 1300 784 434 between 7.30am to 5.30pm AEST. You can also email us at financialassistance@loans.com.au with any information you would like to provide to us, and we will arrange to contact you for a further discussion. If you would like to provide us with more information, you can download and fill out our Financial Hardship Form and send it to us. We approach all customer requests individually and we want to understand your unique circumstances.

Download Financial Hardship Form

There are many reasons why someone might experience financial hardship. Financial hardship can be due to unforeseen circumstances or unexpected events, for example: cost of living pressures, bereavement, illness, unemployment, relationship breakdowns, family violence or natural disasters.

Your eligibility for support and the type of support available will usually be determined by assessing your income, expenses, and debts in order to help us understand your particular circumstances.

If you think you may require more financial hardship assistance than you originally requested, please contact us as soon as possible. We will re-assess your situation together with you. Depending on your circumstances, we may recommend that you seek financial advice through a free service.

Your credit report shows whether you have made your loan repayments on time over the past two years. If we provide you with financial hardship assistance and you meet the terms of that assistance, your credit report will show that you have made your repayments on time for the period of the arrangement. It will also include information that indicates you are in a financial hardship arrangement, which will stay on your credit report for one year and then be removed. Your credit report will not include the reason for your financial hardship assistance. You can find out more information about how financial hardship information appears on your credit report at Equifax's website - https://www.equifax.com.au/personal/financial-hardship-common-questions-answered

You can reach out to our Customer Relations Team on 13 10 90 or email customerrelations@loans.com.au to discuss your case further.

Our lending specialists are available from Monday to Friday, 8:00 am until 6:00 pm, AEST. Please feel free to call us on 13 10 90.

Our live chat hub hours are Monday to Sunday between 7am and 12am AEST.

You can call Customer Care on 13 10 90 option 3. Our Customer Care team are based in Brisbane and available from Monday to Friday 7am to 7pm AEST.

Loans.com.au has an Internal Dispute Resolution (IDR) process in place to investigate and respond to all customer complaints within 30 days. To view our complaints policy and IDR process, click here.

Loans.com.au welcomes all feedback from all our customers. If you have a concern that we cannot resolve right away, we will investigate it and keep you informed of the progress.

If you need to make a complaint, you can reach us at customerrelations@loans.com.au

If you are not satisfied with our response or handling of your complaint, you may seek independent help from the Australian Financial Complaints Authority (AFCA).

The contact details for AFCA are set out below.
Australian Financial Complaints Authority:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (freecall)
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001