Complaints and Dispute Resolution
We are committed to resolving any concern quickly, fairly, and transparently. If any part of our service has not met your expectations, please tell us.
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Australia-wide
Talk to us (Internal Dispute Resolution)
We are committed to resolving any concern quickly, fairly, and transparently. If any part of our service has not met your expectations, please tell us, because most issues are resolved with a simple conversation. Contact us directly and let us know what has happened and how you would like it resolved.
When you get in touch, it helps to include your name and contact details, what happened and when, and the outcome you are seeking. Any documents or reference numbers help us investigate faster.
In line with ASIC Regulatory Guide 271, we will acknowledge your complaint within 1 business day (or as soon as practicable), keep you informed, and provide a written response within 30 calendar days. If we cannot resolve it in that time, we will explain why and tell you your options.
External Dispute Resolution (AFCA)
If you are not satisfied with our response, or 30 days have passed, you can refer your complaint to the Australian Financial Complaints Authority. AFCA provides free, independent dispute resolution for consumers, and its decision is binding on us if you accept it.
Where else you can raise concerns
You can also raise conduct concerns with the Australian Securities and Investments Commission at asic.gov.au, or privacy concerns with the Office of the Australian Information Commissioner at oaic.gov.au. Making a complaint will never affect the quality of service you receive from us.
This page is general information only. How To Home Loan is a trading name of a Credit Representative (526725) of Australian Associated Advisers Pty Ltd t/a Keylend, Australian Credit Licence 392169.