At Freedom we strive to ensure that all our customers have a good customer experience and are satisfied with their valuable cover. However, should you wish to raise a concern or a complaint to the Freedom Compliance Manager you can do this easily in the following ways:
Before 1 November 2018
If we cannot resolve the matter to your satisfaction or it remains unresolved after 45 days, you may raise the matter directly with the Financial Ombudsman Service (“FOS”). FOS is an independent complaints resolution scheme established to provide free advice and assistance to consumers to help them resolve disputes with members of the financial services industry. Before you ask FOS to help you must first try to resolve the issue with us. You may contact FOS on 1800 367 287 or visit www.fos.org.au
After 1 November 2018
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001