Our Complaints Procedure
Nationwest Pty Ltd ("Nationwest") is committed to client service and satisfaction.
What if I have a complaint?
Nationwest has developed internal dispute resolution procedures to assist you to resolve a complaint or dispute about our services. Our internal dispute resolution procedures are free of charge.
We are also a member of an independent approved external dispute resolution scheme, called Credit Ombudsman Service Ltd.
How to make a complaint
In the first instance, please contact Nationwest to submit your complaint. We would like to be the first to know if you are not happy with our services. Please contact in writing or verbally, giving full details of your complaint, please ensure you detail accurately what your complaint is about and any remedy you are seeking. Please also include your phone number and email address so we can contact you should we require further information. Nationwest may request you to provide certain documents and other information to fully understand your complaint.
(a) confirm receipt of your complaint within 7 days; and
(b) endeavour to resolve your complaint within 45 days.
If resolution of your complaint is not likely within these timeframes, we will keep you informed at regular intervals about the progress of our investigations and response. Please note that should we ask for information and that information is not provided in a timely manner that will delay the process.
What if I am still not satisfied?
If you are still not satisfied with the outcome, you have the option at any time to contact the Credit Ombudsman Service Ltd, on 1800 138 422