Compliments and Concerns
Compliments and Concerns
Compliments and Concerns
We always work hard to build long-lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services. We know there are times when you may compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
Compliments
Our representatives are always delighted to hear that they have succeeded in making your experience pleasant and successful. If one of our representatives has provided you with exceptional service in any way, please let us know using the details below so that we can further encourage them via this feedback process.
Concerns
If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that makes it easy for you to tell us of your concerns and address them quickly and fairly.If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.
Need an update on your complaint
If you have lodged a complaint with us, you can contact us anytime to ask for an update on its status. Contact us through any of the methods listed above, and please be sure to refer to your earlier communication so we can respond effectively.
Resolution
We will write to you to acknowledge your complaint within 24 hours to ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event, we are still investigating your complaint after 30 days we will write to you to explain why and to let you know when we expect to have completed our investigation.When we have completed our investigation, we will write to let you know the outcome and the reasons for our decision.
Taking it further
We hope you will be satisfied with how we deal with your complaint. However, suppose your concerns remain unresolved, or you have not heard from us within 30 days. In that case, you can have your complaint heard by an independent party, the Australian Financial Complaints Authority:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
We always work hard to build long-lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services. We know there are times when you may compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
Compliments
Our representatives are always delighted to hear that they have succeeded in making your experience pleasant and successful. If one of our representatives has provided you with exceptional service in any way, please let us know using the details below so that we can further encourage them via this feedback process.
Concerns
If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that makes it easy for you to tell us of your concerns and address them quickly and fairly.If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.
Need an update on your complaint
If you have lodged a complaint with us, you can contact us anytime to ask for an update on its status. Contact us through any of the methods listed above, and please be sure to refer to your earlier communication so we can respond effectively.
Resolution
We will write to you to acknowledge your complaint within 24 hours to ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event, we are still investigating your complaint after 30 days we will write to you to explain why and to let you know when we expect to have completed our investigation.When we have completed our investigation, we will write to let you know the outcome and the reasons for our decision.
Taking it further
We hope you will be satisfied with how we deal with your complaint. However, suppose your concerns remain unresolved, or you have not heard from us within 30 days. In that case, you can have your complaint heard by an independent party, the Australian Financial Complaints Authority:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
We always work hard to build long-lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services. We know there are times when you may compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
Compliments
Our representatives are always delighted to hear that they have succeeded in making your experience pleasant and successful. If one of our representatives has provided you with exceptional service in any way, please let us know using the details below so that we can further encourage them via this feedback process.
Concerns
If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that makes it easy for you to tell us of your concerns and address them quickly and fairly.If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.
Need an update on your complaint
If you have lodged a complaint with us, you can contact us anytime to ask for an update on its status. Contact us through any of the methods listed above, and please be sure to refer to your earlier communication so we can respond effectively.
Resolution
We will write to you to acknowledge your complaint within 24 hours to ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event, we are still investigating your complaint after 30 days we will write to you to explain why and to let you know when we expect to have completed our investigation.When we have completed our investigation, we will write to let you know the outcome and the reasons for our decision.
Taking it further
We hope you will be satisfied with how we deal with your complaint. However, suppose your concerns remain unresolved, or you have not heard from us within 30 days. In that case, you can have your complaint heard by an independent party, the Australian Financial Complaints Authority:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
Not sure where to begin?
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Not sure where to begin?
We’ll help you figure it out.
Let's chat!
Not sure where to begin?
We’ll help you figure it out.
Let's chat!