Complaints handling

1. Our commitment

We record and assess concerns fairly, keep relevant information confidential and explain the outcome in plain language.

Keenmeritor presents this information so you can decide what fits your circumstances before taking action. Review the relevant settings, records and disclosures, keep your contact details current, and contact support when an instruction or account event is unclear.

Market conditions and service availability can change. Nothing in this section removes your responsibility to check the details shown before confirmation, assess the possibility of loss and keep independent records of important decisions.

2. Submit your complaint

Email support with your name, contact details, account reference and a clear description of what occurred.

Keenmeritor presents this information so you can decide what fits your circumstances before taking action. Review the relevant settings, records and disclosures, keep your contact details current, and contact support when an instruction or account event is unclear.

Market conditions and service availability can change. Nothing in this section removes your responsibility to check the details shown before confirmation, assess the possibility of loss and keep independent records of important decisions.

3. Acknowledgement

We acknowledge the matter, assign it for review and tell you if more information is required.

Keenmeritor presents this information so you can decide what fits your circumstances before taking action. Review the relevant settings, records and disclosures, keep your contact details current, and contact support when an instruction or account event is unclear.

Market conditions and service availability can change. Nothing in this section removes your responsibility to check the details shown before confirmation, assess the possibility of loss and keep independent records of important decisions.

4. Investigation

A reviewer examines records, communications and applicable policy without asking for passwords or security codes.

Keenmeritor presents this information so you can decide what fits your circumstances before taking action. Review the relevant settings, records and disclosures, keep your contact details current, and contact support when an instruction or account event is unclear.

Market conditions and service availability can change. Nothing in this section removes your responsibility to check the details shown before confirmation, assess the possibility of loss and keep independent records of important decisions.

5. Response timing

We aim to resolve simple matters promptly. Australian timeframes and any delay explanation will be communicated directly.

Keenmeritor presents this information so you can decide what fits your circumstances before taking action. Review the relevant settings, records and disclosures, keep your contact details current, and contact support when an instruction or account event is unclear.

Market conditions and service availability can change. Nothing in this section removes your responsibility to check the details shown before confirmation, assess the possibility of loss and keep independent records of important decisions.

6. External resolution

If the internal response does not resolve an eligible financial-services complaint, AFCA may offer independent external dispute resolution.

Keenmeritor presents this information so you can decide what fits your circumstances before taking action. Review the relevant settings, records and disclosures, keep your contact details current, and contact support when an instruction or account event is unclear.

Market conditions and service availability can change. Nothing in this section removes your responsibility to check the details shown before confirmation, assess the possibility of loss and keep independent records of important decisions.

7. Our standards

We commit to objectivity, respectful contact, clear reasons, privacy and records that support the decision.

Keenmeritor presents this information so you can decide what fits your circumstances before taking action. Review the relevant settings, records and disclosures, keep your contact details current, and contact support when an instruction or account event is unclear.

Market conditions and service availability can change. Nothing in this section removes your responsibility to check the details shown before confirmation, assess the possibility of loss and keep independent records of important decisions.

8. Contact

Send complaints to [email protected] with “Complaint” in the subject line.

Keenmeritor presents this information so you can decide what fits your circumstances before taking action. Review the relevant settings, records and disclosures, keep your contact details current, and contact support when an instruction or account event is unclear.

Market conditions and service availability can change. Nothing in this section removes your responsibility to check the details shown before confirmation, assess the possibility of loss and keep independent records of important decisions.

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