Internal Dispute Resolution Procedure

What can you do if you have a complaint?

If you have a complaint, please contact our Sales and Service Team on 1300 889 338 between 9am and 5pm Monday to Friday, email [email protected], or write to us at PO Box 18134, Collins Street East, Melbourne VIC 8003. Our team will either deal with the matter directly or refer the matter to the appropriate person.

Heartland aims to resolve most issues within five working days. However, depending on the complexity of the matter, your complaint may take longer to resolve. We will confirm receipt of the complaint and keep you informed of progress. If you would like a copy of Heartland's complaints procedure please contact us.

If, after receiving our response you believe your complaint has not been dealt with satisfactorily, you may contact Heartland's Chief Executive Officer, at [email protected].

If you are not satisfied, you may wish to contact the Financial Ombudsman Service who acts as our external dispute resolution scheme. The Financial Ombudsman Service is an impartial, independent and free dispute scheme. However, you must have first given us the opportunity to review your complaint. The Ombudsman may be contacted as follows:

Australian Financial Complaints Authority

GPO Box 3, Melbourne VIC 3001

Phone 1800 931 678 (free call)

email: [email protected]

website: www.afca.org.au

Back to top