Complaints Handling Procedure
How we handle complaints
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Filing a Formal Complaint
If your issue has not been resolved to your satisfaction and you wish to lodge a formal complaint, please refer to our Complaints Handling Policy in our Legal Centre for detailed information on how to proceed. This document outlines the steps we follow to address formal complaints promptly and fairly.
What happens next?
When you file a formal complaint, our Complaints Handling Team will:
- Acknowledge receipt of your complaint within 5 business days
- Conduct a thorough investigation of your concerns
- Provide regular updates on the progress of your complaint
- Issue a final response within 30 business days, or notify you if more time is needed
- Offer a fair resolution based on our findings
We are committed to treating all complaints with the utmost seriousness and ensuring that each case is handled fairly, transparently, and in accordance with regulatory requirements.
Need immediate help? Contact our support team or visit our Help Centre