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.
We will acknowledge receipt of your dispute in writing;
We may need to contact you if we need additional information to support the dispute, such as:
Yes. You can cancel your dispute at any time by contacting our Contact Centre on 13 14 22.
If you are not satisfied with the outcome, you can take the following steps.
1. Contact our Customer Relations Manager at firstname.lastname@example.org or on (07) 4694 9130 who will work closely with you to address your concern quickly and amicably. We will update you regularly until the matter is resolved.
2. If you are still not satisfied, you may raise your concerns with the Financial Ombudsman Service Ltd (FOS) on 1800 367 287 or email@example.com. Please note that before the Financial Ombudsman can investigate your complaint, they generally require you to have first provided Heritage with the opportunity to address the complaint.
All Heritage disputes using a card and PIN are governed under the ePayments Code of Conduct outlined in the Guide to Heritage Deposit Products.