1. Purpose

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To ensure complaints are handled in a fair, consistent, and professional manner.

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2. Submission

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Complaints should be submitted in writing.

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3. Process

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• Acknowledgement within a reasonable timeframe

• Review and investigation

• Response provided with outcome

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4. Resolution

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The Company will use reasonable endeavours to resolve complaints efficiently and fairly.

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5. Limitation

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This policy does not create any additional contractual or legal obligations beyond those set out in the Company’s Terms & Conditions.

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6. Hierarchy

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In the event of conflict, the Company’s Terms & Conditions shall prevail.