If you have a complaint

Tell us what the problem is

There are several ways in which you can do this:

• Telephone us on 13 13 61
Our staff will endeavour to deal with the matter on the spot. If this is not possible, it will be passed on to a   person with the authority to resolve it.

• In person at a Lending and Banking Centre
Our staff will endeavour to deal with the matter on the spot. If this is not possible, they will record your problem and explain the steps taken to resolve it.

• Write to Encompass by post, fax or email
Please include as much information as possible and also attach any relevant documentation.

What Encompass will do

Our staff will try to fix all problems immediately.

However if it is a more complicated matter, it may take longer to investigate. We will address your complaint in a prompt manner and endeavour to resolve the problem. We will contact you within 3 working days and advise you of the outcome within 21 days.

How will Encompass respond?

If you telephoned us or spoke to staff at a Lending and Banking Centre, we will respond to you by telephone or in writing.

If you have written to us, we will notify you of the answer in writing, explaining the decision.

What to do if you are not satisfied

If you are not satisfied with the response then you still have options available to resolve your complaint or dispute.

You can write to the Chief Executive Officer at (contact us should link through to page 191). Your problem will be re-examined by an officer with the authority to resolve it and we will contact you within 5 working days. The matter will be fully re-investigated within 21 days.

If you are still unsatisfied with our response, you will have access to our external dispute resolution organisation, the Financial Ombudsman Service - Mutuals (FOS).

Please note that some disputes cannot be referred to FOS: e.g. loan application decisions or product pricing complaints.

You can take your complaint directly to the FOS (providing it falls within their jurisdiction) once we have first attempted to resolve it. A brochure outlining the activities and location of the FOS is available from us.

We would ask that any such request is stated as clearly as possible and adequately identifies the information you are seeking and where it is located.

How to make a complaint or enquiry

To register a complaint or concern or to answer your questions relating to this Privacy Policy you can contact us via the following methods:

By telephone on 13 13 61
By mail to
The Privacy Officer
PO Box 881
Haymarket NSW 1240
or email: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it