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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

Email

lorettap@willistemby.com.au

Mail

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

  1. Acknowledgment:

    • We will acknowledge receipt of your complaint as soon as practicable.

  2. 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.

  3. 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

www.afca.org.au

Email

info@afca.org.au

Phone

1800 931 678 (free call)

Mail

Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001