Complaint Resolution

We welcome any positive feedback you may have, but it’s equally important for us to know when you have a problem, so we can work to resolve it as quickly as possible.

Before you contact our customer service team, make sure you gather all the facts and documents relating to your complaint and think about what you want us to do — that way we can deal with your problem straight away. In most cases, all it takes is a quick call to resolve issues.

• Contact our customer service team

If you are not satisfied with our response and wish to proceed further then you may take the matter to the Financial Ombudsman Service, which is an independent complaint handling body. The Ombudsman can generally deal with claims of $100,000 or less if your complaint concerns stockbroking or investment advice services offered by us (if your complaint involves a dispute regarding separate transactions or financial advice that occurred on separate occasions the $100,000 limit may apply for each transaction or advice in dispute).

Before the Ombudsman can investigate products or services available through us, you must have first given us the opportunity to review it. The Ombudsman cannot investigate problems that, for example:

• involve a claim for more than $280,000
• involve a commercial decision by a bank, such as whether a loan is approved or if an account has been closed
• involve our general policy or practice, such as interest rates or fees.