Our Complaint Management Promise to you

We're here to listen.

At Heritage, our aim is always to provide you with a great banking experience. But we know that things may not always go to plan.  If something does go wrong, we will work with you to make it right.

In dealing with a complaint, our promise is that we will:

  1. Treat you fairly and with respect.
  2. Clearly indicate the timeframe in which you can expect an outcome.
  3. Prioritise any members experiencing vulnerability or financial hardship.
  4. Admit if we’ve made a mistake and take responsibility for fixing it, not just for you but for any other members that may be impacted.
  5. Empower our staff to handle complaints with transparency and understanding to achieve fair and timely resolutions.
Your complaint matters

If you are unhappy with your Heritage experience and would like to make a complaint, there are a number of ways to let us know:

Accessibility 

Heritage can provide you with information about how we manage complaints in alternative formats and languages upon request. If you have a hearing or speech impairment, you can access additional support through the National Relay Service on 1300 555 727. Heritage also offers a free interpreter service for our members.
 
If you would like to save or print this information for later, download our Complaints & Feedback Brochure.
What happens when you make a complaint?

  • We will acknowledge your complaint promptly, either verbally or in writing, and do our best to resolve it straight away.
  • We aim to resolve all complaints within 21 days, especially if it involves financial hardship, a default notice or notice to postpone enforcement proceedings. However in some cases it may take up to 30 days.
  • Your complaint may take a little longer to assess if we need more information or if your complaint is complex.
  • In all cases, we’ll keep you updated on the progress.
  • If we can’t resolve your complaint within 5 business days, we’ll provide you with a written response informing you of the final outcome.
  • We may refer your complaint to our Customer Relations Team who will work with you to provide an outcome. If this happens, we’ll let you know and give you the direct contact details for the staff member who will be managing your complaint.
Be honest, we're listening.
The Australian Financial Complaints Authority

If you are not satisfied with our response, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides free and independent financial services complaint resolution and can be contacted on:
 
Phone: 1800 931 678 (free call)
Mail: GPO Box 3
Melbourne VIC 3001
 
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.