If we've let you down, we'd like to make things right, quickly and fairly.
Firstly, please contact our Customer team at [email protected] with your issue and how you’d like it resolved. Please include any documents or images that you feel are relevant to your complaint. We’ll endeavour to resolve your issue and get in touch once we’ve come to a resolution.
If you’re not satisfied with our response, or we’re not able to get back to you in the first five days, you can ask for your issue to be escalated to the Customer Relations Team for further investigation.
How long will it take?
Most of the complaints raised with us can be resolved within a few days.
We'll keep you informed of our progress and if we're unable to resolve your complaint within 21 days, we’ll be in touch to let you know we need more time to investigate.
In the event where a final response is not possible within 45 days, we’ll be in touch with the reason for the delay and to give you a date where you should expect to receive it.
If you’re still dissatisfied with the resolution provided you can lodge a dispute through the Australian Financial Complaints Authority (AFCA), our external dispute resolution provider. AFCA provides fair and independent financial services complaint resolution that is free to consumers.