Complaints and Feedback

Complaints and Feedback

HomeStart is committed to providing you with the best customer experience. If you have a concern, we want to hear about it, so we have the opportunity to make it right. 

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:

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