Our commitment to customer service means that we always welcome your feedback, whether it is a compliment, suggestion or complaint. Please feel free to contact us via the methods outlined below to leave your feedback.
There is nothing that we love more than hearing about the fantastic work being achieved by our team. To make sure that their hard work doesn’t go unrecognised, please fill in this form. We will make sure that the feedback is passed on to the team member, and they are recognised within the business for their efforts.
If you have any suggestions as to how we can improve our products and customer service, please let us know! This will allow us to refine our processes and make sure that we are continually striving to provide an industry leading financial service proposition to our clients. To leave a suggestion, please fill in this form. Your feedback will be passed on to the appropriate department or team member.
Although we are always trying to improve our customer service levels, we know that sometimes things don’t go the way they should have. If you have a complaint, please fill in this form and one of our team members will be in contact.
Please note: To make sure your complaint is resolved as efficiently as possible, please provide as much detail about yourself and your complaint as possible. This may include elements such as, reference numbers, supporting documentation and the resolution you are seeking. This will allow us to handle your issue with the highest possible levels of professionalism, and keep you informed of our progress. We trust that we will be able to work with you to provide a solution to your problem. For more information regarding our Internal Dispute Resolution Policy, please download the document located here.
In the unlikely event that you are not satisfied with the outcome of your complaint, then you may contact the Australian Financial Complaints Authority to take the matter further.
Australian Financial Complaints Authority (AFCA)
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
As customer service is such an important part of our business, we appreciate the opportunity to resolve any complaint internally. Generally, before approaching AFCA they require that you have provided us with that opportunity. Allowing us to address the issue directly should result in a quicker resolution for you.
Other ways to contact us regarding your compliment, suggestion or complaint:
Phone: 1300 883 292
Mail: Locked Bag 1, Osborne Park WA 6916