Internal Dispute Resolution Process
Homelend Solutions aims to provide the very best service to its clients. In the unlikely
event that you are not happy with any part of our service, please follow our internal
dispute resolution process outlined below. We will endeavour to resolve the complaint
as promptly as possible. Please contact us using one of the following methods and be
as concise and as clear as possible when outlining your complaint.
Phone: (02) 9756 5060
Mail: 1/32-34 Springwood Avenue, Springwood NSW 2777
Timelines
Unless the complaint has been resolved earlier, we will provide you with a written
acknowledgement of receipt of your complaint within five (5) business days.
We will ensure that a detailed response is given to your complaint as soon as possible,
certainly no later than (45) forty-five days of receipt of your complaint.
In the unlikely event we are unable to respond to your complaint within (45) forty-five
days, we will advise you of the reasons for the delay.
We will have considered to have responded to your complaint if we:
(a) Accept the complaint and, if appropriate, offer restitution, or
(b) Offer restitution without accepting the complaint: or
(c) Reject the complaint.
Written Response to The Customer
When we have completed our investigation we will write to let you know of the
outcome and the reasons for our decision.
Data Collection
We will keep data concerning your complaint in such form and manner as we think
fit. Subject to legal constraints including constraints as to privacy, we will make
available data collected in respect of your complaint to the Australian Securities and
Investments Commission. Homelend Solutions, as a member of FBAA may need to
make available the data collected to the national council of FBAA.
Review
We review our Internal Dispute Resolution Procedures annually to ensure that our
complaints systems are operating effectively. This document was reviewed on 26th
April 2020.
External Dispute Resolution
We hope that you will be satisfied with how your complaint was dealt with. However,
if your concerns remain unresolved, or you haven’t heard from us within (45) forty-five
days you have the option of contacting our External Dispute Resolution Provider, the
Australian Financial Complaints Authority (AFCA).
Contact details for AFCA are:
Australian Financial Complaints Authority
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001