Compliments & Concerns
We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.
Our team are always delighted to know that they have succeeded in making your experience a pleasant and successful one.
If one of our team has provided you with exceptional service in any way, please let us know using the details below, so that we can let them know.
Brett Hooper, Operations Manager, firstname.lastname@example.org or alternatively write a Google Review.
If for any reason, you do not feel that you have received the highest standard of care from us, we encourage you to share this with us. We have developed a process that makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.
Please write to – Brett Hooper, Operations Manager, email@example.com.
If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.
We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event, we are still investigating your complaint after 45 days, we will write to you to explain why and to let you know when we expect to have completed our investigation.
Taking it further
We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party.
You can lodge your complaint with the Australian Financial Complaints Authority (AFCA).