What can you do if you have a complaint?

If you have a complaint, please either fill out the form or contact us using one of the other methods listed above.

Heartland aims to resolve most issues within five working days. However, depending on the complexity of the matter, your complaint may take longer to resolve. We will confirm receipt of the complaint and keep you informed of progress. If you would like a copy of Heartland's complaints procedure please contact us.

If, after receiving our response, you believe your complaint has not been dealt with satisfactorily, you may contact Heartland's Head of Operations, Risk and Compliance, at [email protected].

If you are not satisfied, you may also wish to contact the Australian Financial Complaints Authority (AFCA) who acts as our external dispute resolution scheme provider. AFCA is an impartial, independent and free dispute resolution service. However, you must have first given us the opportunity to review your complaint. AFCA may be contacted as follows:

Australian Financial Complaints Authority

Postal: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678 (free call)
Email: [email protected]
Web: www.afca.org.au

If you have a complaint, please either fill out the form or contact us using one of the other methods listed above.

Heartland aims to resolve most issues within five working days where possible. We will confirm receipt of the complaint and keep you informed of progress. If you would like a copy of Heartland's complaints procedure please contact us.

If, after receiving our response, you believe your complaint has not been dealt with satisfactorily, you may contact Heartland's Complaints Officer at [email protected].