Complaints Handling And Resolution

We want every customer to feel heard, respected and supported.

If we have not met your expectations, please let us know. Your feedback gives us an opportunity to understand what happened, address your concerns and improve the way we support our customers.

There is no cost to make a complaint, and you do not need to use any particular wording or format.

How To Make A Complaint

You can make a complaint by email or phone.

Email Our Complaints Team

complaints@homeloanexperts.com.au

Email is generally the best option when you would like to provide a detailed explanation or attach supporting documents, screenshots or previous correspondence.

Call Us

1300 889 743

Monday to Friday, 8:00 am to 6:00 pm

If you make a complaint by phone, our team will record the details and explain what will happen next. We may ask you to provide supporting information by email when needed to investigate your complaint.

What Information Should You Provide?

When contacting us, it may help to include:

• Your full name and preferred contact details.
• Your application or customer reference number, if available.
• The name of the broker or team member involved.
• A description of what happened and when it occurred.
• Copies of any relevant emails, documents or screenshots.
• Your preferred way for us to communicate with you.

You do not need to have all of this information before contacting us. Please provide what you can, and we will help you with the next steps.

What Happens After You Make A Complaint?

1. We Acknowledge Your Complaint

We will acknowledge your complaint within one business day of receiving it, or as soon as practicable.

We will confirm that your complaint has been recorded and may provide you with a complaint reference number or the contact details of the person managing it.

2. We Review Your Concerns

We will review the information you have provided and investigate what happened.

Depending on the nature of your complaint, this may involve:

• Reviewing your application and communication history.
• Speaking with the broker or team members involved.
• Requesting further information from you.
• Reviewing relevant lender requirements, records or correspondence.
• Considering the outcome you have requested.

Where practicable, your complaint will be reviewed by someone who was not directly involved in the matter.

3. We Keep You Informed

We will contact you if we need more information or if there is a material update to your complaint.

You can also contact our complaints team at any time to ask about the progress of your complaint.

4. We Explain The Outcome

Once we have completed our investigation, we will explain:

• The outcome of your complaint.
• The reasons for our decision.
• Any action we have taken or will take.
• Any available next steps.
• Your right to contact the Australian Financial Complaints Authority (AFCA) if you remain dissatisfied.

How Long Will It Take?

We aim to resolve complaints as quickly as possible.

Many complaints can be resolved shortly after they are received. Where further investigation is required, we will generally provide you with a final response within 30 calendar days.

Different timeframes may apply to certain types of complaints.

If we are unable to provide a final response within the applicable timeframe, we will:

• Explain the reason for the delay.
• Tell you when you can expect our response.
• Continue to keep you informed.
• Provide information about your right to contact the Australian Financial Complaints Authority.

Our Complaint Handling Commitments

When handling your complaint, we will:

• Listen and take the time to understand your concerns.
• Treat you fairly, respectfully and without disadvantage.
• Communicate clearly and use plain English.
• Consider your circumstances and communication needs.
• Investigate your complaint objectively and without unnecessary delay.
• Protect your personal information.
• Explain our decision and any action we will take.
• Use complaints to improve our services and processes.

Can Someone Make Or Manage A Complaint On Your Behalf?

Yes. You may authorise another person to help you make or manage your complaint. This could include a family member, friend, lawyer, financial counsellor or another representative.

Before we discuss your complaint or personal information with your representative, we will need to confirm that you have authorised them. Depending on the circumstances, we may ask you to provide your authority verbally or in writing and may take reasonable steps to confirm your identity and the representative’s identity.

If someone is acting under a power of attorney, guardianship or administration appointment, or on behalf of a deceased estate, we may ask for documents confirming their legal authority.

Once a representative has been authorised, we will generally communicate with them about the complaint. However, we may contact you directly if:

• You ask us to communicate with you directly.
• We need to confirm or clarify the representative’s authority.
• We reasonably believe that direct contact is necessary to protect your interests.
• We reasonably believe the representative may not be acting in your best interests or may be acting deceptively or misleadingly.
• We are otherwise required or permitted to contact you directly.

Where a complaint involves a joint application or the personal information of more than one person, we may need authority from each relevant person before sharing their information with the representative.

You may change or withdraw your representative’s authority at any time by contacting our complaints team.

Please also tell us if you:

• Need an interpreter.
• Have difficulty hearing or speaking over the phone.
• Need information in a different or more accessible format.
• Have any other communication or support requirements.

We will work with you to find an appropriate way to communicate.

What If Your Complaint Is About A Lender?

Home Loan Experts is a mortgage broker and works with a panel of lenders.

If your complaint relates to Home Loan Experts, your broker, the credit assistance you received or the way your application was handled, please contact our complaints team.

If the issue relates to a decision, product, account or service provided directly by your lender, the lender may need to investigate it. We can help you identify the appropriate lender contact, where possible.

Privacy Complaints

If your complaint relates to how we have collected, used, disclosed, stored or protected your personal information, please contact:

info@homeloanexperts.com.au

You can find more information about how we handle personal information and privacy complaints on our Privacy Policy page.

What If You Are Not Satisfied With Our Response?

If you are not satisfied with our final response, or we have not responded within the applicable timeframe, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA).

The Australian Financial Complaints Authority, or AFCA, is an independent external dispute-resolution service. Its service is free for consumers and eligible small businesses.

Contact AFCA

Website: https://www.afca.org.au/

Email: info@afca.org.au

Phone: 1800 931 678

Post:

Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

Time limits may apply when lodging a complaint with AFCA. You should contact AFCA promptly or check the AFCA website for the time limit that applies to your circumstances.