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Complaints
Handling & Disputes Resolution
If we receive a complaint about our advice or service we will consider it following our complaints process:
- We will log the complaint into our complaints log and aim to resolve it within one week.
- We may need to get further information regarding the complaint.
- We will contact you by phone or email and discuss with you how we propose to resolve your complaint.
- If we can’t mutually agree on how to resolve your complaint, you can contact the Insurance & Financial Services Ombudsman Scheme (IFSO).
The IFSO Scheme is an independent external dispute resolution scheme which was established in 1995 which has been approved by the Minister of Consumer Affairs to provide an external dispute resolution service to consumers with complaints about their financial service providers. This service will cost you nothing, is unbiased and confidential.