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Resolving a complaint

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Bank of Heritage Isle strives for quality however there may be times when we don’t meet your expectations. When this happens we would like the chance to work towards a successful resolution.

We believe that by listening and acting on your complaint/feedback we may be able to identify a way to improve our service. Our complaints service procedure is free, it does not affect your legal rights.

So if you have a complaint here’s what to do…

  • Contact your nearest Branch or
  • Telephone on (03) 6334 9411
  • Email us at admin@heritageisle.com.au or
  • Complete the Member Complaint/Feedback Form and mail it (no postage stamp required) together with any supporting documents to:
    Investigating Officer
    Bank of Heritage Isle
    REPLY PAID 1256
    Launceston TAS 7250

What are the stages when you lodge a complaint?

  1. Your complaint will be logged into our Complaints Management System.
  2. If you lodge the complaint by telephone, the person you are speaking with will try to resolve it, or transfer you to the relevant section.
  3. If you lodge the complaint by any other means it will be directed to the relevant section.
  4. If the complaint cannot be resolved by the relevant section, it can be referred to an appropriate Manager or you may request that the matter be referred to an Executive Manager.
  5. The Manager/Executive Manager will try to resolve the problem immediately however, sometimes it will be necessary to make investigations and you may need to provide us with supporting documentation.
  6. If we are not able to settle a complaint immediately we will write to you within two working days of receipt of your complaint, advising you of our procedures for handling complaints/disputes.
  7. You will receive a written response within a maximum timeframe of 21 days.
  8. If you are not happy with the response provided, your complaint can be referred to the Bank of Heritage Isle Internal Dispute Resolution Committee for further review.
  9. We expect our internal processes will satisfy your complaint. If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.


    Website: www.afca.org.au
    Email: info@afca.org.au
    Telephone: 1800 931 678 (free call)
    In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001


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Questions?

If you have any questions, please contact us