Feedback & Complaints
We hope you're always happy with the service you receive from Kaizen Home Loans. But if something's not sitting right, we want to know — so we can put it right, promptly and fairly. Here's how it works, step by step.
Step 1 — Talk to us directly
Most things get sorted quickly with a direct conversation. Reach out by phone or email and we'll work through it together.
Step 2 — Escalate to our licensee
If it isn't resolved to your satisfaction, you can raise it directly with the Complaints Officer at Broker ACL Pty Ltd, the Australian Credit Licence holder Kaizen Home Loans operates under.
Step 3 — An independent, external review
Still not resolved? You're entitled to take the matter to the Australian Financial Complaints Authority (AFCA) — an independent, free dispute resolution service.
A complaint can be made verbally or in writing, at any step — whatever's easiest for you.