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Coastal Home Lending — A Steph Above the Rest

Complaints

Last updated 3 July 2026

We are committed to resolving any concern fairly and quickly. If you have a complaint about our service, the following steps are available to you.

Step 1 — Talk to us first

Most concerns arise from a simple miscommunication and can be sorted out quickly. Please contact us first and let us know what is wrong. You can ask for a written response at this stage, even if the matter is resolved within the first five working days.

Step 2 — Our internal complaints process

If the issue is not resolved to your satisfaction within five working days, it will be escalated to the Complaints Officer of our Licensee, Australian Finance Group Ltd (AFG), who will manage it under a formal internal complaints process. You may also contact the Complaints Officer directly:

The maximum time to provide a written response is 30 days, although we aim to resolve concerns well before then.

Step 3 — External dispute resolution (AFCA)

If you are not satisfied after the steps above, you can have your complaint reviewed independently and free of charge by the Australian Financial Complaints Authority (AFCA):