Complaint Process

We're committed to delivering services that meet your expectations. We acknowledge that all clients have the right to express dissatisfaction and to have their complaints heard in a fair and prompt manner. Complaints, though undesirable, also offer us an opportunity to improve our operations, build a stronger relationship with you, and show you that as a client your opinions and needs are important to us.

If however, we have let you down, we want to hear about it. Complaints may be received verbally either in person or by telephone, or in written and email form.

What to Expect When You Make a Complaint

We are committed to dealing with complaints efficiently and positively. When a complaint is received, we will listen to you with patience and understanding and promise to be courteous. We will work with you to obtain a satisfactory resolution, keeping your best interest in mind.

How to Make a Complaint

Each complaint, regardless of the way it was received, will be recorded and retained in our Complaints Register. You can let us know about your concern in any of the following ways:

• A quick chat to your advisor or one of our staff either telephonically or in person. This is often enough to sort out your concern.

We will acknowledge your complaint within two working days of receiving it. We aim to investigate and provide you with a response within 20 working days. If we require additional time, we will let you know and keep you informed of our progress.