Complaints and Dispute Resolution

We are committed to providing a high standard of service. If something has gone wrong, we want to hear about it so we can put it right. This page explains how to make a complaint and how it will be handled.

Loans For First Homes is a service of Mortgage World Australia Pty Ltd ATF O’Brien Family Trust (ABN 65 653 284 433), a credit representative (Credit Representative Number 396946) of Mortgage Specialists Pty Ltd (ACN 612 422 178, Australian Credit Licence Number 387025).

How to make a complaint

If you are not satisfied with any of our products or services, please contact us so we can try to resolve the matter quickly. You can make a complaint by:

Email: [email protected]
In writing: addressed to The Complaints Manager, Loans For First Homes, using the contact details on our Contact page.

When you contact us, please give us your name and contact details, a description of your complaint, and how you would like it resolved. This helps us understand and address your concerns as quickly as possible.

Our internal dispute resolution process

We take all complaints seriously and will handle yours fairly, promptly and confidentially.

Acknowledgement: we will acknowledge your complaint promptly, and within five business days of receiving it.
Investigation: we will investigate your complaint and keep you informed of our progress.
Response: we will provide you with a written response setting out the outcome of our investigation and the reasons for our decision within 30 calendar days of receiving your complaint.

If we are unable to resolve your complaint within 30 days, we will write to you to explain why, tell you when we expect to be able to resolve it, and advise you of your right to take your complaint to the Australian Financial Complaints Authority (see below).

External dispute resolution — Australian Financial Complaints Authority (AFCA)

If your complaint is not resolved to your satisfaction through our internal process, or if it has not been resolved within the required timeframe, you may refer it to the Australian Financial Complaints Authority (AFCA). AFCA provides a free, fair and independent dispute-resolution service for consumers and small businesses.

Website: www.afca.org.au
Email: [email protected]
Telephone: 1800 931 678 (free call)
In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

AFCA can consider most complaints about financial services and credit. Time limits may apply to lodging a complaint with AFCA, so you should contact AFCA promptly or visit www.afca.org.au to find out whether they can deal with your complaint.

Privacy complaints

If your complaint relates specifically to how we have handled your personal information, our Privacy Policy sets out the process. You may also contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

Contact

Last Updated: 21 June 2026

Complaints and Dispute Resolution