Handling complaints

Before we accept a complaint from your customer, they must give you a reasonable opportunity to resolve it. If you give your customer your final position on the complaint (eg issue a deadlock letter) and they remain unhappy, or eight weeks pass and the complaint is unresolved, we may be able to help.

Our aim is to find a resolution that both you and the customer agree on. We base our decisions on what is fair and reasonable and take into account::

  • both sides of the story;
  • regulatory rules, guidance and standards;
  • codes of practice, relevant law and regulations; and
  • what is accepted as good industry practice.

This is the what happens next fact sheet we share with consumers.

By participating in our scheme, you are demonstrating that you take complaints seriously – our brand is a mark of quality.