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:
- Treat you fairly and with respect.
- Clearly indicate the timeframe in which you can expect an outcome.
- Prioritise any members experiencing vulnerability or financial hardship.
- 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.
- Empower our staff to handle complaints with transparency and understanding to achieve fair and timely resolutions.