FIRST STEP HOMES COMPLAINTS POLICY
At First Step Homes we strive to deliver fair, transparent, and responsible financial services. However, we recognise that from time, our customers may experience issues or feel dissatisfied. We encourage you to raise your complaints , it gives us an opportunity to listen, improve, and make things right.
HOW YOU CAN MAKE A COMPLAINT
You can lodge a complaint using one of the following methods:
Email: [email protected]
Phone: 0409784002
Online: https://www.firststephomes4u.com.au/contact-us.html
If you'd prefer someone else to speak on your behalf (such as a legal representative or financial counsellor), please let us know in writing so we can work directly with them.
OUR COMPLAINT PROCESS
Once we receive your complaint:
IF YOU NEED ADDITIONAL SUPPORT
We understand that some customers may need extra assistance when dealing with us. If you're facing challenges due to illness, language barriers, disability, financial difficulties, or personal circumstances, please tell us. We can adjust our communication to suit your needs.
Our priority is to ensure everyone can access our complaints process fairly.
IF WE CANNOT RESOLVE YOUR COMPLAINT
If you are not satisfied with how we have handled your complaint or the outcome we have provided, you have the right to take the matter to the Australian Financial Complaints Authority (AFCA), which offers a free, independent dispute resolution service.
AFCA Contact Information
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
Email: [email protected]
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
YOUR PRIVACY
We take your privacy seriously. All information provided as part of your complaint will be handled in accordance with our Privacy Policy.
Email: [email protected]
Phone: 0409784002
Online: https://www.firststephomes4u.com.au/contact-us.html
If you'd prefer someone else to speak on your behalf (such as a legal representative or financial counsellor), please let us know in writing so we can work directly with them.
OUR COMPLAINT PROCESS
Once we receive your complaint:
- We’ll confirm receipt of your complaint within one business day.
- We’ll carefully review the issue and get in touch if we need more details.
- Our goal is to provide a full response within:
- 30 calendar days for most matters, or
- 21 calendar days if your complaint is credit-related involving default notices, a financial hardship notice, or a request for postponement of enforcement proceedings.
IF YOU NEED ADDITIONAL SUPPORT
We understand that some customers may need extra assistance when dealing with us. If you're facing challenges due to illness, language barriers, disability, financial difficulties, or personal circumstances, please tell us. We can adjust our communication to suit your needs.
Our priority is to ensure everyone can access our complaints process fairly.
IF WE CANNOT RESOLVE YOUR COMPLAINT
If you are not satisfied with how we have handled your complaint or the outcome we have provided, you have the right to take the matter to the Australian Financial Complaints Authority (AFCA), which offers a free, independent dispute resolution service.
AFCA Contact Information
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
Email: [email protected]
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
YOUR PRIVACY
We take your privacy seriously. All information provided as part of your complaint will be handled in accordance with our Privacy Policy.