Complaints Handling Procedure
Our commitment
Fitton Insurance is committed to the fair, transparent and timely resolution of complaints.
We recognise that complaints are an important part of maintaining strong client relationships. They help us identify issues early and improve the way we deliver our services.
What is a complaint?
A complaint is:
An expression of dissatisfaction made to or about us, related to our products, services, staff, or the handling of a complaint, where a response or resolution is expected or legally required.
How to make a complaint
You can lodge a complaint with us in the way that suits you best.
Online
If you wish to lodge your complaint online, please visit our Contact Us page and select “Complaints & Feedback” from the Topic of Inquiry list.
By post
Complaints Manager
Fitton Insurance
PO Box [Fitton PO Box]
Fitton Insurance
PO Box [Fitton PO Box]
How we handle complaints
We aim to resolve complaints fairly and as quickly as possible.
- Verbal complaints will be acknowledged in the same manner and confirmed in writing within one business day, or as soon as practicable.
- Written or email complaints will be acknowledged in writing within one business day, or as soon as practicable.
- We will take into account any preferences you tell us about how you would like us to communicate with you.
If we cannot resolve your complaint immediately, we may need time to investigate and may request further information.
We will provide written reasons for the outcome of your complaint within 30 calendar days if:
- the complaint is not resolved within five business days;
- a written response is requested; or
- the complaint relates to a declined claim or claim value.
If you are not satisfied with our response
If your complaint is not resolved to your satisfaction, you may escalate the matter to the Australian Financial Complaints Authority (AFCA).
AFCA
Website: www.afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001
Request for information
You may request copies of the information we relied on in making our decision.
If we cannot release some information, you may request a review of that decision. We will comply with all relevant Code requirements.
If we cannot release some information, you may request a review of that decision. We will comply with all relevant Code requirements.
Protecting your privacy
We collect, use and store personal information in accordance with the Australian Privacy Principles.
Our Privacy Policy is available on our website. If you have a privacy‑related complaint or questions about how we manage personal information, please contact us:
Fitton Insurance
Phone: 0746384233
Email: reception@fitton.com.au