What will we do?

We will try to fix the problem straight away. If we cannot fix the problem straight away we will try to fix it in 5 business days. We will tell you if we need more time. We ask that you provide us with as much information as possible to help resolve your complaint quickly.

If your matter relates to hardship, a default notice or collections enforcement we will aim to resolve the matter within 21 calendar days. For all other matters, within 30 calendar days. These timeframes may be longer if the matter is more complex or if we are waiting on information from you (or a third party) that is necessary to resolve the matter. We will consult with you if resolving the matter might be delayed.