Complaints & Disputes
Our Commitment
Our clients are at the heart of everything we do. We are committed to delivering the highest standards of service and value the opportunity to address any concerns you may have. Effective complaints handling is an essential part of our service, and we take all complaints seriously to ensure they are resolved promptly and fairly.
As a proud member of NIBA and subscriber of the Insurance Brokers Code of Practice, we adhere to best practices in handling complaints and disputes. We are also a member of the Australian Financial Complaints Authority (AFCA), an independent complaints resolution service.
How to Lodge a Complaint
If you have a complaint regarding our services, we encourage you to let us know as soon as possible so we can work towards a resolution. You can submit your complaint by contacting Loretta Piggott, our Executive General Manager, through any of the following methods:
Phone | 08 9227 8233 |
lorettap@willistemby.com.au | |
PO Box 20, Mount Lawley WA 6929 |
Alternatively, you may raise your concerns directly with your dedicated Willis Temby Advisor, who will work with you to resolve the issue.
Our Process
Acknowledgment:
We will acknowledge receipt of your complaint as soon as practicable.
Investigation:
We will review your complaint thoroughly and attempt to resolve it as quickly as possible.
If further information is required, we will contact you to discuss the matter.
Resolution:
We aim to provide a response to your complaint within 30 calendar days.
If we are unable to resolve the matter within this timeframe, we will inform you of the reason and provide an update on the expected resolution time.
Escalation to AFCA
If we are unable to resolve your complaint to your satisfaction, you have the right to escalate the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent complaint resolution services that are free of charge to customers.
AFCA's contact details are below:
Website | |
Phone | 1800 931 678 (free call) |
Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 |
Contact Willis Temby
E: communications@willistemby.com.au
T: 08 9227 8233