Our goal is to provide fast and fuss free service to our customers. If you’ve had a great experience, we’d love to hear from you. We also recognise that there may be an occasion when you are not satisfied with the outcome. If we haven't met your expectations, please let us know and we'll do our best to resolve things as quickly as possible.
If you have a concern please get in touch with us. We will take the time to understand the issue and do everything we can to fix it. In most cases, we can resolve these things on the spot but, if this isn’t possible, we’ll let you know when you can expect us to get back to you.
If after working with our team you aren't satisfied with the outcome, you may request your complaint to be escalated to our dedicated Resolutions Team. They will review your concerns via our own resolutions process which is provided to you free of charge. Please email firstname.lastname@example.org and a member of the team will be in touch within 10 working days.
If you’re still not satisfied with the outcome, you can refer your matter to the Australian Financial Complaints Authority (AFCA) which provides a free, independent dispute resolution service:
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001