It is a requirement of the Insurance Brokers Code of Practice, to which Vaughan & Monaghan subscribes, to have a system in place for dealing with internal complaints and disputes as they relate to retail client policies and small business insurance policies. It is also a financial services licence obligation to participate in a government approved external complaints resolution scheme.
To this end, Vaughan & Monaghan has developed an internal dispute resolution system to report and deal with the complaints of clients. Under the system, our Complaints Officer conducts a prompt and thorough investigation of a complaint and is proactive in resolving it to the mutual satisfaction of all parties.
If a complaint cannot be resolved our clients have the right to refer their matter to the Australian Financial Complaints Authority (AFCA), an external complaints resolution scheme of which Vaughan & Monaghan is a member. The role of AFCA is to seek a solution that is acceptable to all parties.
In the event a dispute cannot be resolved by mutual agreement the Australian Financial Complaints Authority will conduct a detailed investigation and, in most instances, issue a recommendation. If a recommendation is not accepted by either party, a determination will be made.
Further information about the AFCA Dispute Handling Process is available by visiting the following website: www.afca.org.au
To lodge a dispute or complaint about our services to you, please contact:
|By Mail:||Complaints Officer|
|Vaughan & Monaghan|
|PO Box 205|
|Hornsby NSW 2077|
|By Phone:||+61 2 9476 2988|