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Complaints

 

We work hard to get things right, but if we have let you down we want to know about it. Telling us costs you nothing, and we will always try to put it right.

How to make a complaint

 

You can complain in whichever way suits you:

  • Call us on 07 3292 1100 (8am to 6pm, Monday to Friday)
  • Email us at [email protected]
  • Speak directly with your account manager
  • Write to us at 109 James Street, New Farm QLD 4005. Thank

What happens when you complain

  • Within 1 business day we will acknowledge your complaint so you know we have received it.
  • A senior person will review what happened. Where possible, this will be someone who was not involved in the issue you are complaining about. We may contact you to make sure we understand the problem fully.
  • Within 30 calendar days we will give you our final response in writing, explaining what we found and what we will do. If we ever need longer than 30 days, we will tell you why and when to expect our response.

If you are not happy with our response

 

If we cannot resolve your complaint, or you are not satisfied with our final response, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is independent of us and its service is free to you.


Time limits may apply to complaints made to AFCA, so it is best to act promptly or check the AFCA website for the time limits that apply to your circumstances.

Our commitment

 

Consolidated Insurances Pty Ltd (ABN 95 139 608 174, AFSL 344121) subscribes to the Insurance Brokers Code of Practice. Our Financial Services Guide also explains how we handle complaints.