Internal Disputes Resolution Process
20:20 Insurance Brokers subscribe to the Insurance Brokers Code of Practice and are a member of the Financial Ombudsman Service (FOS). As part of the Code obligations, we are committed to the fair, transparent and timely resolution of disputes. If you are unhappy with any of our services, please lodge your complaint in writing or contact our Complaints Manager, Les Engelbrecht.
We will acknowledge your complaint in writing and genuinely attempt to resolve your complaint fairly and efficiently within 20 days through our internal disputes resolution system.
Specific contact details are:
20:20 Insurance Brokers
Phone No. 07 3356 2377
We will keep you informed about how we handle your complaint and provide you with reasons for our decisions. If we require further information, then we will inform you of this and agree with you an appropriate timeframe, keeping you informed of the progress.
External Disputes Resolution Process
If an issue has not been resolved to your satisfaction, you can lodge a dispute with the Financial Ombudsman Service (FOS) Australia. FOS provides fair and independent financial services dispute resolution free to consumers.
FOS Contact details are as follows:
Financial Ombudsman Service Limited (FOS)
GPO Box 3
Melbourne VIC 3001
1800 367 287
An online complaint form is also available at the FOS Ltd website www.fos.org.au