Let us know what your concerns are:
We'll acknowledge your complaint within five business days.
If we can’t reach a resolution together, you’ll be referred to a manager who’ll aim to investigate and resolve your complaint within two weeks. If this isn’t possible, we’ll advise you of progress within ten business days.
If after working with a manager, we haven’t been able to make it right, we’ll escalate your case to a Complaints Resolution Officer to review.
If we’re unable to resolve your complaint, we’ll advise you in writing. You can refer your case to the Insurance & Financial Services Ombudsman (IFSO) Scheme.
The IFSO is a independent authority that will carry out an impartial investigation.
The IFSO Scheme has been approved by the Minister of Commerce & Consumer Affairs to provide an external dispute resolution to consumers with complaints about financial service providers. It offers a free and independent complaints service.
The IFSO can be contacted in the following ways: