The Complaint Process

The Complaint Process

Here is an outline of how the Ombudsman’s Office will handle your complaint:

Step 1: Acknowledgement of Complaint
Within 24 hours of receiving your complaint, the Ombudsman will acknowledge receipt and let you know when you should expect a response.

Step 2: Investigation and Recommendation
The Ombudsman will investigate the matter fully and impartially and make recommendations to senior management for resolving the complaint.

Step 3: Final Resolution
If the Ombudsman's recommendations are accepted, you will be informed and sent a letter confirming the manner in which the problem will be resolved. This will represent the company’s final position on the matter.

If you remain dissatisfied, external resolution options will be offered to you.

Back to Problem Resolution.

If you would like to file a formal complaint with the Ombudsman, please click here. Remember to provide as much detail as possible regarding your problem: your full name and account number, all pertinent dates, times and the names of people with whom you have spoken, etc.

Within 24 hours of receiving your complaint, the Ombudsman will contact you to acknowledge receipt, verify any related information and let you know when you can expect further news.

Rest assured, the Ombudsman will do everything to ensure your complaint is handled quickly, impartially and, as far as possible, to the satisfaction of all concerned.