Complaints & feedback
If we have missed your expectations here’s what you need to do
We understand that sometimes we may not always meet your expectations and you may have a complaint. If this happens, we treat this seriously and have a process to deal with your complaint. It’s important you share this with us as soon as possible so we can work with you to resolve the complaint.
We will also use this information to improve the Honey experience for you and all our customers. Our dispute resolution process has 3 key stages which are detailed below.
Step 1 – Talk to us
If you make a complaint, make sure you give us a phone number that we can reach you on during the day. You can make a complaint by either calling us on 137 137 or sending an email to email@example.com
We aim to acknowledge all complaints within 24 hours.
Step 2 – We will review the complaint
Once we have all the information we will work with you to resolve the complaint. If we are unable to resolve the complaint to your satisfaction, we may refer your complaint to our Internal Dispute Resolution Committee, who will work with you to try and resolve your complaint within 30 days.
Step 3 – Refer to an External Dispute Resolution body
If we are unable to resolve the complaint within 30 days or if you’re not happy with the decision, you can refer it to the Australian Financial Complaints Authority [AFCA].
AFCA offer an external dispute resolution service which resolves complaints between consumers – you – and financial service providers who take part in that service – us.
You can contact AFCA by calling 1800 931 678, emailing firstname.lastname@example.org or visiting www.afca.org.au. AFCA allow for complaints to be lodged up to 2 years after a decision has been made by us.