Draft template. This page must be reviewed by you and your licensee/aggregator before the site goes live. Items in [SQUARE BRACKETS] need to be completed.

We want to hear from you if something hasn't gone the way you expected. Making a complaint is free.

Step 1: Tell us

Contact us by phone on 0470 260 661 or email loans@homewiselending.com.au. Tell us what happened and how you would like it resolved. If you need help making a complaint, let us know.

Step 2: Our internal dispute resolution (IDR) process

We will acknowledge your complaint within one business day where possible, investigate it and give you a written response within 30 calendar days. Shorter timeframes apply to some complaints, such as those involving financial hardship. [Insert your licensee's IDR contact details: [ACL HOLDER].]

Step 3: Australian Financial Complaints Authority (AFCA)

If we haven't resolved your complaint within 30 days, or you are not satisfied with our response, you can lodge a complaint with AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complaints to AFCA, so it is best to act promptly.