DreamHome Finance Dispute Resolution Procedure

At DreamHome Finance, we firmly believe that managing our customer experience is paramount to our success. We are committed to delivering an ongoing, exceptional experience to each and every client that has dealings with us. We recognise that some customers may wish to raise issues or concerns with us, or may wish to complain about an area of our business. In order to ensure that we are able to efficiently deal with any such matters in line with our commitment to providing excellent service, we have in place a Dispute Resolution procedure. This procedure covers all complaints about our products or services. It is important that anybody considering lodging a complaint should be aware of the exact procedures to be followed as detailed below.

Step 1
A complaint can be made by phone or in writing.
DreamHome Finance contact details are here.
Step 2
The Director will acknowledge receipt of the complaint in writing and phone call.
Step 3
The Director will investigate the complaint and ensure a response is submitted in writing within 7 days - in part or wholly - or an acceptance of the complaint.
Step 4
Where the complaint has been accepted, the complaint needs to be rectified within 7 working days. The Director will advise you the outcome in writing.
Step 5
In the case of the complaint being rejected, the Director will do as follows
• Provide a written notice of rejection
• Advise you of the reasons for our determination (referring, where appropriate, to the relevant terms and conditions of the product or applicable legislative provisions, codes, standards or procedures); and
• Provide a separate document setting out other avenues of voluntary dispute resolution
• Inform you of any relevant time constraints on a complaint
• Advise you that the complaint may be referred to an External Dispute Resolution scheme (EDR) and provide you with the contact and other details of that scheme necessary to progress with such complaint. DreamHome Finance EDR Scheme is Credit and Investments Ombudsman (CIO).

In all instances you are encouraged to communicate with DreamHome Finance in an effort to resolve the matter as expeditiously as possible, and with genuine intent from both parties.