COMPLAINTS
At FB Insurance Pty Ltd, we're committed to providing our clients with quality advice and service.
If we've fallen short of that, we want to hear about it. Telling us lets us put things right for you and improve how we work.
We treat every complaint seriously, handle it fairly, and won't charge you for making one.
How to make a complaint:
You can raise a complaint with us in whichever way suits you best:
Phone: 1300 337 276
Email: complaints@fergusonbrown.com.au
Post: Complaints Officer, Ferguson Brown Insurance Brokers, Level 35, 100 Barangaroo Avenue, Sydney NSW 2000
To help us resolve things quickly, it's useful to include your name and contact details, your policy or account number if you have one, what happened, and how you'd like it resolved.
What happens next:
We'll acknowledge your complaint promptly, normally within one business day of receiving it.
We'll then look into it and give you a response in writing within 30 calendar days. If your complaint is complex and we need more time, we'll explain why and keep you informed of the reasons for the delay.
If we can't resolve your complaint to your satisfaction, or you haven't received a response within 30 days, you can refer it to the Australian Financial Complaints Authority (AFCA). AFCA provides free, independent dispute resolution for financial services complaints.
Ferguson Brown Insurance Brokers is a member of AFCA. You can contact AFCA at:
Website: afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to when you can lodge a complaint with AFCA, so it's best to contact them or check their website as soon as possible.
You can find further details about how we handle complaints and the services we provide in our Financial Services Guide.
To help us resolve things quickly, it's useful to include your name and contact details, your policy or account number if you have one, what happened, and how you'd like it resolved.
