It’s very important that you contact us as soon as you can.
Please complete the Disputed Transactions form in full and return to us by fax, email or post, or to your nearest Heritage Branch. If you are unsure of what information you need to provide, please contact us on 13 14 22.
NOTE: A transaction can only be disputed once the store/merchant has processed it in full.
We may need to contact you if we need additional information to support the dispute, such as:
NOTE: In some instances, we may process a temporary credit to your account while we investigate. If dispute is not found in your favour, we will reverse that credit at the conclusion of the investigation.
Once we receive your dispute form, we’ll start an investigation,
If the transaction was done using your Heritage card at another bank’s ATM, we’ll contact the other bank for details. In these cases, we need to wait for the other bank to confirm the results of the investigation before we’re able to advise you of the result. If Heritage is unable to intervene on your behalf, we will advise you in writing.
If the transaction was at a Heritage ATM using another bank’s card, then you’ll need to contact that other bank to resolve the issue.
Heritage has a specialised Customer Relations Team to expedite the investigation of complaints and other customer related issues. The Customer Relations Team reports directly to Senior Management and ensures that your concerns are addressed in a timely and impartial manner.
The Customer Relations Team can be contacted via email, letter or telephone.
You will be contacted to acknowledge receipt of your complaint within five working days. We will usually complete our investigation of your concerns within the following time frames:
Should it take longer than 21 days to investigate your complaint, we will keep you informed about our progress.
If Heritage is unable to resolve your concerns or you are unhappy with the outcome provided, you may request an independent review by the Australian Financial Complaints Authority (AFCA).
Please note, AFCA may firstly refer you back to our Customer Relations Team if they believe Heritage has not yet had an opportunity to resolve the issue.