Your complaint is important
We will work with you to understand what’s occurred and will try to resolve your complaint as quickly as possible. If you’re not happy with our services, products or staff we want to understand your concerns so we can improve for next time.
How to make a complaint
You can make a complaint in a few different ways:
By email: complaints@homestart.com.au
By calling us: 1300 636 878
In writing: Customer Relations, HomeStart Finance
GPO Box 1266
Adelaide SA 5001
Please provide us with:
- Your name and contact details
- The details of your complaint, including the loan product or service you’re not happy with, what has happened and what you’d like to us to do
- Any information or documentation you have to support your complaint
What happens after you’ve made a complaint
Step 1 – We will let you know we’ve received your complaint (generally within 24 hours) and advise the next steps.
Step 2 – We will review the information you provide us and aim to resolve your complaint within 30 days. If further investigation is required, we will discuss a new timeframe with you.
Step 3 – We will aim to provide you with a finalised, written response to your complaint within 30 days. If we can’t provide this within 30 days, we will explain the reason and will keep you updated on our progress.
If you’re unhappy with how we’ve handled your complaint
If you’re unsatisfied with the response you received from HomeStart, you can refer your complaint to the Australian Financial Complaints Authority (AFCA).
Privacy Complaints
If your complaint is about the collection, use or security of personal information, you can contact HomeStart’s Privacy Officer to discuss your concerns.
HomeStart Privacy Officer
Phone: 08 8203 4750
Email: privacy@homestart.com.au
