Our dispute resolution process is as follows:

• If you have a concern, you may wish to raise it with the Account Manager that you have been dealing with.
• You can ask to speak with the Account Manager’s Team Leader or Operations Manager at anytime.
• If your concern is still not resolved, you can contact our IDR team.
• If you remain dissatisfied with the outcome, you can ask for your matter to be reviewed by a more senior member of our IDR team.
• You may also contact our External Dispute Resolution scheme at anytime.

Our dispute resolution process is designed to be visible, confidential, free of charge and fair.