Compliments and Concerns
At Equity Home Loans, we’re committed to building strong, lasting relationships with every client. Your feedback plays a vital role in helping us maintain high standards and continuously improve the service we provide.
Compliments
We’re always pleased to hear when one of our team members has made a positive impact. If you’ve had a great experience or received exceptional service from one of our representatives, we’d love to hear about it. Your feedback helps us recognise and reward our team for their dedication.
Please feel free to share your compliments using the contact details below.
Concerns
If you feel we haven’t met your expectations, we encourage you to let us know. We have a simple and fair process in place to ensure your concerns are heard, addressed promptly, and resolved transparently.
If contacting us by email or post, please provide as much detail as possible to help us understand and respond to your concern effectively.
Need an Update on a Complaint?
If you’ve already lodged a complaint and would like an update, you’re welcome to reach out to us at any time. Simply refer to your previous communication so we can assist you quickly and accurately.
Our Resolution Process
We aim to resolve complaints immediately wherever possible. If further investigation is required, we’ll acknowledge your complaint in writing within 5 business days and work to resolve the issue as soon as possible.
If we haven’t finalised your complaint within 45 days, we’ll notify you in writing with an update and an expected resolution timeframe.
Once resolved, we’ll contact you with the outcome and the reasons for our decision.
Taking it Further
If you’re not satisfied with our response, or if we haven’t responded within 45 days, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA) — an independent dispute resolution service.
Contact AFCA
Phone: 1800 931 678 (local call cost)
Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Website: www.afca.org.au