Complaints

Complaints and Dispute Resolution Policy

Solution Underwriting Agency Pty Ltd ABN 68 139 214 323 AFSL 407780  treats all complaints regarding the products and services that we provide seriously. If you are dissatisfied in any way, then you may lodge a complaint using our complaints process.

IF YOU HAVE A COMPLAINT 

Please address your complaint to:

Complaints Manager
Solution Underwriting Agency Pty Ltd
Level 5, 289 Flinders Lane
Melbourne, Victoria, 3000

Email: complaints@solutionunderwriting.com.au

Telephone: (03) 9654 6100

Please provide us with full details of your complaint and there will be no cost to you for handling your complaint.

Your complaint will be acknowledged within 1 business day. You will receive a response to your complaint within 5 business days, provided we have all necessary information and have completed any investigation required.

You will be kept informed of the progress of your complaint at least every 10 days.

The final decision will be provided to you within 30 calendar days of the date on which you first made the complaint.

If the decision does not resolve your complaint to your satisfaction, you will have the right to take your complaint to the next stage of the complaints process.

EXTERNAL DISPUTE RESOLUTION 

If your complaint is not resolved to your satisfaction following our complaints process or if your complaint is not resolved within 30 days of receipt, you may be entitled to take your complaint to the Australian Financial Complaints Authority (AFCA), subject to its Terms of Reference.

Where the decision has not satisfactorily resolved your complaint, you need to do this within two years of our final decision. The AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission (ASIC). Its service is free to consumers and they can be contacted as follows:

Australian Financial Complaints Authority 
GPO Box 3
Melbourne, Vic 3001
Telephone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au