We promise to you that we will act in your best interests at all times and be open and honest with you. Unfortunately disputes or complaints do occasionally occur and when they do we try and resolve them as quickly and easily as possible. If you have any complaints about the service provided you should take the following steps:
1. Contact us and tell us about your complaint.
2. If your complaint is not satisfactorily resolved within 24 hours, please contact our Complaints Manager by telephone on +617 3052 8000 or put your complaint in writing and send it to Bluebook Insurance Brokers Pty Ltd, GPO Box 1426, Brisbane QLD 4001. Please mark the envelope “Notice of Complaint”. We will try and resolve your complaint quickly and fairly.
3. If the complaint is not resolved to your satisfaction you have the right to refer the matter to:
The Financial Ombudsman Service (FOS) if lodged before 1 November 2018. They can be contacted on 1800 367 287, in writing at GPO Box 3, Melbourne VIC 3001 or via their website www.fos.org.au; or
With the Australian Financial Complaints Authority if lodged on or after 1 November 2018. They can be contacted on 1800 931 678, in writing at GPO Box 3, Melbourne VIC 3001, via email at email@example.com or via their website at www.afca.org.au.
If your concern is with the insurer, you may contact the General Insurance division of the FOS or AFCA on the contact numbers provided above.