Compliments & complaints

HomeStart is committed to providing you with excellent service, and your feedback will help us improve.

Feedback

HomeStart is committed to providing you with excellent service, and your feedback will help us improve. 

If you have a suggestion, idea or would like to compliment one of our staff, contact us via one of the methods below.

Email:   feedback@homestart.com.au
Mail:     Customer Feedback
             HomeStart Finance
             GPO Box 1266
             Adelaide SA 5001

All feedback will be acknowledged within one business day.

Complaints

If you're not happy with the service you have received from HomeStart, let us know and we'll do our best to resolve your complaint quickly and fairly.

Step 1. Contact us to discuss your complaint on 08 8203 4725.

The matter will be referred to the appropriate leader who will respond to you within 2 business days and aim to resolve your complaint within 15 business days. If further investigation is required, they will discuss an alternative timeframe with you.

Step 2. If you are dissatisfied

If you are still not satisfied with the outcome, you can contact our Internal Dispute Resolution area, who’ll arrange for the matter to be reviewed in accordance with our internal dispute resolution process.

Internal Dispute Resolution
HomeStart Finance
GPO Box 1266
Adelaide SA 5001
Email: policy@homestart.com.au

You will receive a response within 15 business days, and if further information, assessment or investigation is required, we will agree on reasonable alternative timeframes with you.

Step 3. Credit and Investments Ombudsman

You can refer your complaint to the Credit and Investments Ombudsman (CIO) at any time, including if we have not been able to resolve your complaint to your satisfaction. CIO provides a free, independent dispute resolution service to consumers for most disputes.

Credit and Investments Ombudsman Ltd
PO Box A252
South Sydney NSW 1235
Phone: 1800 138 422 (9am-5pm, Mon-Fri AEST)
Fax: (02) 9273 8440
Website:  www.cio.org.au

Get into your own home sooner

Subscribe to our newsletter

Want to find out more?

Call us on 1300 636 878 or request a call back

 Security code
Privacy statement
Are you an existing customer? Contact us

Connect with us

MyStart

Level 5, 169 Pirie St, Adelaide SA 5000