Feedback & Complaints

Your feedback allows us to improve our service to you, and if something went wrong, we can make it right.

Feedback and complaints are important to us

HomeStart welcomes feedback and takes complaints seriously. 

If you’re not happy with our services, products or employees we want to understand your concerns so we can make improvements to the service we provide to you. 

When you lodge a complaint, we will work with you to understand what’s occurred and will try to resolve your complaint as quickly as possible.

We also welcome your feedback. If you are happy with our service or how one of our employees has helped you or if you have any suggestions on how we can better help our customers, please let us know.


How to make a complaint

You can voice your complaint:

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 full name and contact information.
  • Details of your complaint including the loan product or service it relates to, what has happened, and what steps you would like us to take.
  • Information or documentation to support your complaint.


What happens after you’ve made a complaint
  • We will acknowledge receipt of your complaint, within 1 business day, and advise you of the reference number, complaint timeframes and next steps.
  • Your complaint will be reviewed and investigated. Our aim is to resolve your complaint within 5 business days, however depending on the complexity this may take longer.
  • If your complaint cannot be resolved within 5 business days, we will explain why and keep you updated regarding the progress of the complaint.
  • We will then try to resolve the complaint within 30 calendar days (21 calendar days for credit related complaints involving default notices or hardship cases).
  • If your complaint is resolved after 5 business days or where you request it, you will receive a finalised written response to your complaint.  


If you’re unhappy with how we’ve handled your complaint

If you are not satisfied 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.

Phone: 08 8203 4750
Email: privacy@homestart.com.au


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