Complaints Process

Step 1: Contact Us Directly

If you have a complaint about our services, we encourage you to contact us first. We want to hear from you and will do our best to resolve any issues.

Our Commitment to You

We take all complaints seriously and aim to resolve them within 10 working days.

When you make a complaint, we will:

• Acknowledge your complaint promptly
• Investigate the matter thoroughly
• Keep you informed of our progress
• Provide a clear response with our findings
• Take appropriate action to resolve the issue

Step 2: Financial Disputes Resolution Scheme (FDRS)

If we cannot resolve your complaint to your satisfaction, you can contact the Financial Disputes Resolution Scheme (FDRS). FDRS is an independent external dispute resolution scheme approved by the Ministry of Business, Innovation and Employment.