If you are dissatisfied in any way with our service we want to know about it. We want to get it right for you.
We have a formal internal complaint handling process and will try to reach a satisfactory resolution with you as soon as possible.
We will acknowledge your complaint within 2 days and try to resolve your complaint within 15 working days. We may need to ask you for further information or agree on an extension if the issue is complex or there are issues outside our control.
If we cannot agree on a resolution you can contact our independent external dispute resolution scheme, Financial Dispute Resolution Service.
Financial Dispute Resolution Service is an external financial dispute resolution scheme approved by the Minister of Consumer Affairs under the Financial Service Provider (Registration and Dispute Resolution) Act 2008.
They will investigate your complaint and work to facilitate an agreed resolution. If this is not possible the Scheme may make a formal decision which is binding on us, but not you unless you accept the decision. The process is free to you and the Scheme will assist you to lodge your complaint.