CONTACT Complaints
We do our very best to take care of our customers and if you’re not happy for any reason, we want to know about it. If you would like to find out more about our complaints process or make a complaint, you can do so here.
Complaint process
Once we have received and recorded your complaint, we will:
- Acknowledge your complaint as soon as is practicable (but no later than one (1) working day after receipt), including providing you with the contact details of the person managing your complaint
- Investigate your complaint
- Make a decision about your complaint and communicate that decision to you in writing.
We will work with you to achieve a fair and balanced outcome, provide you with a progress update every 10 days, and aim to resolve all complaints within 30 days. You can get updates on the progress of your complaint at any time by contacting the person managing your complaint.
If we cannot resolve your complaint within 30 days, we will notify you, provide an update on our progress, and advise you of your right to escalate your complaint to our external dispute resolution service FSCL.
Submitting a complaint
You may submit your complaint to us in any way that is convenient for you, you can find our contact details on our contact page. For the fastest response however, we encourage you to use the below form.