Our Complaint Management Promise to you

At Heritage, our aim is always to provide you with a great banking experience. But we know that things may not always go to plan.  If something does go wrong, we will work with you to make it right.

In dealing with a complaint, our promise is that we will:

1. Treat you fairly and with respect.
2. Clearly indicate the timeframe in which you can expect an outcome.
3. Prioritise any members experiencing vulnerability or financial hardship.
4. Admit if we’ve made a mistake and take responsibility for fixing it, not just for you but for any other members that may be impacted.
5. Empower our staff to handle complaints with transparency and understanding to achieve fair and timely resolutions.

• Visit your nearest branch and talk to our staff
• Ring us on 1800 797 799 (free call)
• Email us at complaints@heritage.com.au
• Write to us at Reply Paid 190, Toowoomba QLD 4350
• Submit online using our contact form

Accessibility 

• We will acknowledge your complaint promptly, either verbally or in writing, and do our best to resolve it straight away.
• If we can’t resolve your complaint within 5 business days, we will provide you with a written response providing the final outcome.
• We aim to resolve all complaints within 21 days, especially if it involves financial hardship, a default notice or notice to postpone enforcement proceedings.However in some cases it may take up to 30 days.
• Your complaint may take a little longer to assess if we need more information or if your complaint is complex.
• In all cases, we’ll keep you updated on the progress.
• We may refer your complaint to our Customer Relations Team who will work with you to provide an outcome.
• If this happens, we’ll let you know and give you the direct contact details for the staff member who will be managing your complaint.
• Timeframes for providing a response where a complaint relates to a disputed card transaction are contained in the applicable card scheme rules.