Complaints Policy

Although we aim to provide you with the highest standards of products and service, there may be occasions when our service does not meet your expectations.  If such an event occurs, we are committed to dealing with any complaint or dispute arising in an efficient and effective manner.

We have a system for dealing with complaints and disputes, at no cost to you.  This document sets out how it works and what is required to lodge a complaint or a dispute.

Where you are dissatisfied with our products, services or in the handling of a complaint, and you expect a response or resolution from us, you can use this process.

The steps in the process are as follows:

  1. Notify us of the complaint

    We cannot deal with the complaint unless we know about it.  Whilst we would prefer that you advise us by email or through our website, you can also write to us via post to:

    Compliance Department,
    Alderley Park
    Nether Alderley
    SK10 4ZE
    United Kingdom

    We aim to be in a position to deal with the matter promptly, and generally find ourselves in a position to do so.  If we are unable to do so promptly, the matter will be escalated accordingly.  It is our intention to deal with all matters of the complaint as quickly and as efficiently as possible.
  2. Complete complaint documentation

    Where the matter cannot be resolved to your satisfaction within 24 hours of you making a complaint, details of it will be recorded in our Complaints Database.  If we do not have enough information, we will seek it from you. If you need assistance lodging a complaint, please do not hesitate to contact us.
  3. Notification

    We will acknowledge the receipt of your complaint within 2 business days of its receipt.  We will also notify you of the procedures we will undertake as a result of your complaint.
  4. Investigation
    Your complaint will be investigated.  The person with the ultimate responsibility for its investigation is our Complaints Officer who may be contacted using the following contact details:

    Name:       Lisa Hudson                                                                                       
  5. Outcome

    Our aim is to have the matter resolved within 21 days of receiving your complaint.  It may be as a result of the complexity or other reasons, that we may require more time to properly consider your complaint.  If we require additional time beyond 21 days, we will notify you. We expect that no complaint will take more than 45 days to resolve.
  6. Referral to our External Dispute Resolution Scheme

    If you are not satisfied with the resolution proposed by us, you can take the matter further. 
    If the complaint relates to a financial service, you can refer it to our External Dispute Resolution Scheme. We are a member of Australian Financial Complaints Authority Ltd (“AFCA”) Australian Financial Complaints Authority Ltd (“AFCA”), a scheme approved by ASIC.

    External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.

    The contact details for AFCA are as follows:

    Phone                                1800 931 678 (9:00am to 5:00pm Melbourne time)
    Interpreter Service            131 450
    Fax                                    (03) 9613 6399
    Mail                                   GPO Box 3, Melbourne VIC 3001
    Complaint page:       

    If the matter relates to privacy, you may take the matter up with the Privacy Commissioner.
    The contact details for the Privacy Commissioner, in the Office of the Australian Information Commissioner, are as follows:

    Phone                                1300 363 992 (9:00am to 5:00pm Sydney time)
    Fax                                    (02) 9284 9666
    Mail                                   GPO Box 5218, Sydney NSW 2001
    Complaint form:      

    There is no charge to you (except, possibly, for the provision of documents where you request them from us) for the use of this procedure.  The services of AFCA and the Privacy Commissioner are made available at no charge to you.