Complaint resolution

Addressing your concerns and complaints

LLL Complaints Policy

This Complaints Policy explains how you can make a complaint, what we’ll do to try and resolve your complaint and what you can do if you are unhappy with how we have handled or responded to your complaint.

How you can make a complaint

We accept that sometimes things can go wrong, and when this happens we’re determined to make them right again. Most problems can be resolved quickly and simply by contacting us.

You can make a complaint by contacting us using the following details or through social media:

To help us resolve your complaint as soon as possible, you’ll need to provide your name, a contact method, what your complaint is about and how you’d like us to resolve your complaint. For complex complaints we may request you to make your complaint in writing. If for whatever reason you think your complaint needs to be prioritised or handled urgently please tell us so that we can consider this.

If you need assistance to lodge a complaint, you can appoint a representative such as a family member, a friend or a professional adviser. We can attempt to resolve your complaint with your representative if you authorise us to do so.

What LLL will do after receiving a complaint

We will acknowledge your complaint within 1 business day of receiving it.

Where possible, we will try to resolve your complaint within 5 business days. Where this is not possible, our Team Leader or other nominated representative will assess and investigate your complaint and attempt to resolve it.

If we are able to resolve your complaint within 5 business days, we will not provide you with a formal written response unless you request one. Otherwise, we will provide you with a written response informing you of the final outcome of your complaint. If we reject your complaint (in whole or in part), our response will set out the reasons for our decision.

Where we provide a written final response we will do so within 30 calendar days of receiving your complaint unless there is no reasonable opportunity for us to provide the response within that timeframe because resolution of your complaint is particularly complex and/or circumstances beyond our control are causing complaint management delays. If we need more time to resolve your complaint and provide our written final response we will notify you within 30 days of receiving your complaint about the reasons for the delay and of your right to complain to the Australian Financial Complaints Authority (AFCA).

What to do if you’re not satisfied with our response

If you are not satisfied with our handling of your complaint or our response to your complaint, you can ask us to escalate the complaint internally. A member of our management team will then conduct a review of your complaint, how we have handled it and our response.

You can also lodge a complaint with the Australian Financial Complaints Authority (AFCA) who provides fair and independent financial services complaint resolution that is free to consumers. AFCA can be contacted using the following contact details:

Australian Financial Complaints Authority

If your complaint is in relation to our handling of your personal information you can also complain to  the Office of the Australian Information Commissioner who can be contacted using the following contact details:

Office of the Australian Information Commissioner

^{Lutheran Laypeople’s League of Australia Limited ABN 25 044 678 441 AFSL 329339}