This policy sets out how you can make a complaint about our products, services, or staff. It also explains how we handle complaints and the steps you can take if you are not satisfied with our response.

We will treat you with respect, and we expect that you will treat our staff in the same manner.

A complaint is an expression of dissatisfaction made to or about us, our products, services, staff, or handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

You can make a complaint to us through any of the following methods:

If you need help to make or manage your complaint, you can ask someone else (like a relative or friend) to represent you. We will need your permission to speak to any representative you appoint.

Acknowledgement: We will acknowledge your complaint promptly, within 24 hours of receiving it.

Investigation: If we cannot resolve your complaint immediately, we will investigate your concerns and may request further information from you.

Resolution: We will provide a resolution to your complaint within 30 days unless your complaint is complex or circumstances are beyond our control.

A range of possible remedies are available when resolving complaints, including:

• An apology
• An explanation of the circumstances
• A refund or waiver of a fee or charge
• A goodwill payment
• Replacing damaged or lost property
• Changing the terms of a contract

If you are not satisfied with how we have handled your complaint, or our response to your complaint, you can escalate your complaint to the relevant authority.