Regardless of how you choose to tell us, we will try to settle your complaint within 1 working day of receipt. If we can't do this, we will take the following steps:
- We will phone you, email you or tell you in writing that we have received your complaint. You should get this notice within 3 working days.
- Some issues may be more complicated and therefore take longer to resolve. We will try to settle more complicated complaints within 21 days, but in no more than 45 days (90 days for complaints regarding a Superannuation trustee decision), unless you have agreed to a longer period.
- If we can't settle your complaint quickly, we will write to you every 21 days giving you reasons for the delay.
Once we make a decision regarding your complaint, we will tell you in writing and include our reasons for reaching the decision.
We expect our processes to fully deal with any difficulties you may be experiencing with our products and services. However, should you be dissatisfied with our response to your concern, please let us know. Alternatively you can make contact with a range of External Dispute Resolution (EDR) schemes.
Find out the contact details of the External Dispute Resolution schemes with which we are members.
