If you are not satisfied with any aspect of our services, please contact our Customer Service department (firstname.lastname@example.org), as soon as possible. The vast majority of complaints can be solved there.
If Customer Service cannot resolve your issue, you can ask them to escalate the issue to our Compliance Department. The Compliance Department will conduct a detailed and fair investigation of the complaint to understand the true circumstances of the matter and to assess whether our actions are within reasonable rights and have performed our contractual and other obligations. We will provide you with a complete written response within 45 days (usually earlier) of the complaint.
If you are dissatisfied with the results provided by our compliance department, you can submit your complaint to an external, independent dispute resolution organization. Australian customers can submit their complaints to the Australian Financial Complaints Authority (AFCA).
AFCA is an independent organization established to resolve disputes between financial institutions and their customers. Please note that the AFCA only accepts complaints that we have had the opportunity to process; in addition, you should contact AFCA after receiving our final response or 45 days after the complaint is filed, whichever is earlier.
Please visit the AFCA website www.afca.org.au for more information.