Complaints & Feedback

Your complaint matters

At Heritage, our aim is always to provide you with a great experience. But we know that things may not always go to plan.  If something does go wrong, we will work with you to make it right.

If you're unhappy with your Heritage experience, in the first instance, please contact your BDM/State Manager via phone or email.

Your BDM/State Manager will acknowledge your complaint promptly, either verbally or in writing, and they'll do their best to resolve it straight away. If they can't resolve it within 5 business days, it'll be escalated to our Customer Relations Team and they'll provide a written response within 21 days.

Alternatively, our Customer Relations Team can be contacted directly.

Phone: 1800 797 799 (free call) 
Email: complaints@heritage.com.au

Please keep in mind your complaint may take a little longer to assess if we need more information or if your complaint is complex. In all cases, we'll keep you updated on the progress.

Accessibility

Heritage can provide you with information about how we manage complaints in alternative formats and languages upon request. If you have a hearing or speech impairment, you can access additional support through the National Relay Service on 1300 555 727. Heritage also offers a free interpreter service for our members.

If you would like to save or print this information for later, download our Complaints & Feedback Brochure.

The Australian Financial Complaints Authority

If you are not satisfied with our response, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides free and independent financial services complaint resolution and can be contacted on:
 
Phone: 1800 931 678 (free call)
Mail: GPO Box 3
Melbourne VIC 3001
 
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.