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If something hasn't gone as expected, tell us what happened. Every complaint is reviewed fairly, handled confidentially, and tracked until resolved.
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How the complaint process works
Five simple steps from submission to resolution.
Tell us what happened
Complete the short form below with a summary and details of your complaint.
Upload documents
Optionally attach PDF, Word, or image files on the next screen once your complaint is created.
Receive your reference
You'll get a case reference number so you can track progress.
We investigate
A case manager reviews your complaint and may contact you for further information.
Resolution & follow-up
We aim to resolve complaints within 15 business days and keep you informed throughout.
Step 1 of 2 · Raise complaint
Tell us what happened
Complete the form below. On the next step you can optionally upload supporting documents.
What you expected
Explain what should have happened and how the issue has affected you.
What you have tried
Mention any previous contact with us — branch, phone, or online chat.
Your information is confidential and handled in line with our privacy policy.
Track my complaint
Sign in to see the status of complaints you've submitted while logged in.