Feedback and Complaints


Your feedback is important to us. Our aim is to consistently provide customers with a great lending product and customer service. If you have a complaint about our product or about the service you have received, we would like to hear about it and to have the opportunity to resolve your complaint.

You can provide feedback or make a complaint by:

Email: cst@hpf.com.au

Phone: 1300 486 867


Our Complaints Handling Process

If you have a complaint related to our product or the conduct of our employees, please contact us. If we are unable to resolve your complaint on the spot, we will provide you with a complaint reference number.

We will endeavor to respond to your complaint within five days.

During the complaints process, we will provide you with the name and contact information of the person or team handling your complaint.


Stage One

If we cannot respond to your complaint within five days because further information or investigation is required, we will tell you within that time frame and seek to agree on a reasonable alternative timeframe with you. We will keep you informed of the progress of our response to your complaint at least every 10 business days unless you agree otherwise.

If you are not satisfied with our response to your complaint or we cannot agree on an alternative timeframe, you may have your complaint progressed to Stage Two. We will let you know who to contact for this review.


Stage Two

Your complaint will be reviewed by one of our internal dispute resolution officers who has the appropriate experience, knowledge and authority. Where practical, this person will be different from the person whose decision or conduct is the subject of the complaint or who was involved in the stage one decision.

We will endeavor to respond to your complaint within 30 calendar days, unless the complaint is regarding default notices, financial hardship or vulnerability in which case we will respond within 21 calendar days.

If we cannot respond to your complaint within the specified period, because further information or investigation is required, we will tell you within that time frame and seek to agree on a reasonable alternative timeframe with you. We will keep you informed of the progress of our response to your complaint at least every 10 business days unless you agree otherwise.

We will respond to your complaint in writing giving reasons for any decision.

If we cannot agree on an alternate timeframe, we have not provided you with a final decision within 45 days of us receiving the complaint or if you remain dissatisfied with our final response to your complaint, you have the right to take your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA can be contacted:

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678

Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001